Training Customer Feedback Coordinator

Job Description:

Customer satisfaction is one primary objective of Airbus. The Training Customer Feedback (TCF) Coordinator, part of Quality Customer Services in India (IISQ), is responsible to manage the treatment (feedback collection, TCF indicator computation, analysis and action plan follow up) of Training Customer feedback worldwide across all Training domains (Flight, Maintenance, Cabin and Structure).

The key activities include:-

Data Analysis & Reporting

• Transforming raw feedback into actionable insights, providing critical intelligence to business stakeholders for continuous training improvement.

• Maintaining a robust data infrastructure, integrating relevant data from various tools to establish a single source of truth for all TCF data.

• Lead monthly and quarterly review meetings with key stakeholders, including the QBST Team, to drive strategic decisions based on data from all training domains (Flight, Maintenance, Structure, Cabin).

• Ensure absolute data integrity by performing meticulous weekly verification of every single data entry.

• Produce comprehensive monthly reports on key metrics, providing a clear overview of training performance and participation rates.

Operational & Technical Support

• Managed the entire Qualtrics platform, streamlining user access and survey creation to enhance operational efficiency.

• Served as the central point of contact for all TCF-related inquiries, providing end-to-end technical and data support to all training centres.

• Customize and deployed dynamic surveys to precisely meet the unique requirements of individual training centres.

• Facilitate cross-functional collaboration with the MyTeam to resolve system discrepancies and maintain perfect data alignment.

Implementation & Stakeholder Management

• Lead the TCF implementation and rollout for new training centres

• Design and deliver quarterly training sessions for ATO Managers, empowering them to effectively utilize TCF data.

• Ensure continuous knowledge transfer to all TCF Ambassadors by disseminating regular updates on new features and procedural changes.

• Maintain the official TCF manual, establishing a foundational knowledge base for all colleagues.

• Supporting in Analytics tool migration

Measure business performance via collection, consolidation and synthesis of performance indicators.

Manage performance through facilitating stakeholder exchange on performance data, root cause analysis, recommendations in order to enable decision making.

Identify / define improvement projects to reach targeted performance.

Required skills:

• Strong analytical and synthetic skills

• Knowledge of Software development

• Stakeholder management from technical level up to senior/middle management

• Communication skills in an international environment

• Problem Solving mindset. Knowledge of 8D/9S methodologies, Ishikawa, 5 Whys, Plan-Do-Check-Act.

• Google Suite environment knowledge

• Knowledge of Airbus Training course delivery process and associated tools (optional)

• Educated to Bachelor’s degree level (or equivalent) with Strong communicative English. Speaking French would be a plus

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

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