Training and Quality Manager (with GDS Background) - Webjet

Manila - Philippines

13 Jul 2024

Manila - Philippines


Full Time - Office Based


5 - 10 years

Who are Webjet?

Webjet OTA, we believe in the power of being customer obsessed. It means going above and beyond to understand and anticipate the needs of our valued customers. We strive to create effortless experiences that leave a lasting impression. 

From the moment you reach out to us, we provide you with exceptional service that is personalized and tailored to your unique requirements. Our team of passionate travel experts is committed to making your journey smooth and stress-free, ensuring every interaction leaves you feeling valued and cared for. We are relentless in our pursuit of delivering effortless experiences, using innovative technology and industry expertise to simplify every step of your travel process. 

At Webjet OTA, being customer obsessed is more than just a philosophy—it's at the heart of everything we do, because we believe that exceptional service is the cornerstone of a memorable travel experience.

Position Overview:

The Training and Quality Manager at Webjet will be instrumental in building and leading training delivery while spearheading the development and execution of comprehensive training programs. 

This role requires an individual with extensive experience in the travel industry, particularly in Global Distribution Systems (GDS) Galileo, Sabre, Amadeus, coupled with exceptional communication skills, high energy, and a passion for developing flight agents. The successful candidate will be a key player in our journey towards excellence, fostering a culture of continuous learning and improvement.

Key Responsibilities:

  • Lead the design, development, and implementation of training programs tailored to the needs of various departments within the organisation, with a focus on airline industry practices and GDS systems.
  • Collaborate with Operations Managers (Inhouse & Outsource BPO) and subject matter experts to identify training needs and gaps, ensuring alignment with business objectives and strategies.
  • Develop engaging and interactive training materials, including presentations, manuals, and multimedia content, to enhance learning experiences and knowledge retention.
  • Conduct training sessions for employees at all levels, both in person and virtually, utilising effective training methodologies and techniques.
  • Establish and maintain quality assurance processes to monitor and evaluate the effectiveness of training programs, providing feedback and recommendations for improvement.
  • Coach and mentor training staff, fostering their professional development and ensuring consistency and excellence in training delivery.
  • Stay updated on industry trends, best practices, and technological advancements relevant to training and quality assurance in the travel sector.
  • Collaborate with Team Leaders to develop career development pathways and succession plans for employees, promoting a culture of continuous learning and growth.
  • Act as a liaison between different departments to facilitate communication and collaboration on training initiatives and quality improvement efforts.
  • Continuously assess and improve training content and delivery methods to ensure relevance, effectiveness, and engagement.

Job Qualifications:

  • Certification in Training and Development is required
  • Minimum of 10 years of experience in the travel industry, with a strong background in Global Distribution Systems (GDS) and travel technology.
  • Proven track record in designing and delivering training programs, preferably in a corporate setting.
  • Exceptional communication and interpersonal skills, with the ability to engage and motivate diverse audiences.
  • Strong leadership abilities, training support for agent populations over 500+, with experience in building and managing high-performing agent teams.
  • High energy and enthusiasm, with a passion for developing people and driving organizational excellence.
  • Detail-oriented with a focus on quality and continuous improvement.
  • Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
  • Proficiency in MS Office and other training-related software tools.
  • Flexibility to travel as needed.