Job Description

To facilitate deliverables pertaining to Training Support & quality to meet Vistara Service standards for the outsourced partners giving call center services to Vistara.

Key Responsibilities

• Design, issuance, revisions, distribution, implementation & compliance of Operations Training Manual
• Issuance, revisions, distribution & compliance of training support manual
• Design Refresher Trainings for the outsource vendor
• Train and certify the trainers appointed by the contact center team
• Design and calibrate on call audits with the Vendor QA’s and Managers
• Audit the training delivery with the partners and report findings and closures
• Audit Voice Calls as Master Auditor and report key findings regularly
• Audit of DSR (Daily Sales Report) and other reservation related parameters

• Prepare Training content for product changes and enhancements
• Work towards automation of processes, system enhancements
• Design Final Assessment for all Associates trained by the partners
• Certify on call all the voice associates before going live
• Will be responsible for UAT and testing for changes in Products
• Projects as shared by the reporting Manager/Head Customer Engagement

Skills & Attributes

• Excellent Knowledge of Amadeus and its complete functions
• Excellent interpersonal and communication skills are required
• Vendor Management and training skills needed
• Willingness to travel across vendor sites in Delhi/NCR and outside as well
• Should know audit basics and voice audit procedures
• Excellent Power Point and MS-Word Skills

Work Experience

• Minimum 5 years of contact center experience with at least 2 years in the training/quality role of a travel process
• Must have training experience for Amadeus

Qualification

• Minimum Graduate

Location

Gurgaon

Skills Required

• Microsoft Office
• Interpersonal Skills