Sadaf Khan

• Responsible for tracking the lower fare for the existing reservations of the corporate clients
• Working on Multiple GDS for e-ticket reissuance and exchanges
• Build professional relationship and providing backend support to the corporate Clients
• Interaction with Client on timely Basis regarding the process Improvement
• Auditing the Team Audits and rectifying errors by contacting the Leads in Branch
• Worked on process improvement projects with SQT Team & shared kaizen Ideas to reduce hindrance and quality errors.
• Introduced standardized training for cohesive learning environments.
• Implemented diverse instructional methods, optimizing trainee engagement.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.

• Responsible for e-ticket reissuance and exchanges
• Build professional relationship and providing backend support to the Sales and Customer Service team.

• Validated results and performed quality assurance to assess accuracy of data.
• Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
• Recommended process improvements to continually identify, analyze and fix constraints and challenges.
• Conducted workplace compliance training to reduce liability risks and operate effectively.

• Reviewed and edited all training materials for accuracy and company policy compliance.
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
• Managed new employee orientation training process for more than Number employees each year.
• Coordinated technical training and personal development classes for staff members.
• Organized and edited training manuals, multimedia visual aids, and other educational materials.
• Trained new hires to perform cross-training exercises with experienced workers.
• Selected and assigned instructors to conduct specific training programs.
• Analyzed effectiveness of training programs at all levels and recommended updates.
• Refresher training planning post Training need analysis (TNA) basis quality performance of floor bottom quartiles.
• Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
• Conducted orientation sessions and organized on-the-job training for new hires.
• Communicated all learning and performance objectives, schedules, and training assessments to upper management.
• Trained staff during demonstrations, meetings, conferences, and workshops.
• Coordinating with stakeholders and other departments for smooth implementation of new projects accross different sites.

Key Responsibilities As Quality Manager

1. Leading a Quality Team focused on customer experience excellence drive improvement in quality performance via team coaching, insight outputs and working with the Operational Team to ensure delivery on KPIs.

2.Quality Control & Governance - Developed and enforced quality control (QC) procedures.

Ensuring compliance with ISO standards, regulatory requirements, and company policies.

Ensuring proper documentation and reporting of quality metrics.

3.Process Improvement & Risk Management to Identify areas for improvement in products and processes.

4.Analyzed customer complaints and feedback to improve service or product quality.

5.Developed coaching and mentoring programs to improve employee performance.

6.Managing the day-to-day partner expectations and requests ensuring stakeholder requirements are identified, delivered and met within agreed Time frames.

7. Maintaining customer satisfaction, regulatory compliance, and continuous improvement.

8. Customer Satisfaction & Complaint Handling - Guiding team to address customer complaints and implement corrective/preventive actions.

Analyzed feedback and drive initiatives to improve customer experience.

Key Responsibilities as a Training and Quality Manager

• Accomplished multiple tasks within established timeframes.
• Managed and motivated employees to be productive and engaged in work.
• Performance Monitoring & Feedback Track KPIs (Key Performance Indicators) related to training effectiveness and quality standards.
• Evaluating the effectiveness of training programs using assessments, feedback, and performance metrics.
• Maintaining training records and documentation for audits and compliance.
• Maximized performance by monitoring daily activities and mentoring team members.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery..
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
• Fostered a culture of continuous learning and quality improvement within the organization.Conducted workshops, training sessions, and knowledge-sharing initiatives.
• Organized onboarding programs for new employees. Ensuring training aligns with company goals, industry standards, and compliance requirements.
• Developed and implemented training programs for employees at all levels
• Collaboration & Leadership - Worked closely with HR, operations, customer service, and compliance teams. Lead a team of trainers and quality analysts.Calibration with cross-functional teams to address training need, quality issues and enhance efficiency.
• Driving and supporting delivery of improvement plans.Managing reporting trends and opportunities for performance improvement as well as engaging appropriate stakeholder to share insights.
• Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
• Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
• Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
• Implemented Continuous Improvement (CI) initiatives. Assisted team to conduct root cause analysis (RCA) and corrective action planning to address quality issues. Minimize defects, reduce waste, and improve efficiency in production or service delivery
• Training and Quality Management- Worked with vendor management team to resolve training and quality-related issues