Group Manager - Transactional Quality - Travel Domain

Group Manager - Transactional Quality (Travel Domain).

Vertical: Travel.

Shift: Rotational Shift (Client is based out of US/UK based process - extended work hours. 12pm-10pm).

Travel Management Corporate Ticketing / Refunds/Exchanges / Schedule Changes.

BU Lead is Open to look at candidates from a core - Travel - Ops TMC BG.

Mode of Work: WFO.

Key Responsibilities:

Quality Assurance Management.

- Develop and implement a comprehensive quality assurance program for airline back office and corporate travel management services.

- Establish communicate and monitor quality standards performance metrics and key performance indicators KPIs.

- Conduct regular quality audits and evaluations of processes transactions and customer interactions.

Team Leadership:

- Lead mentor and motivate a team of quality assurance professionals.

- Provide coaching and training to ensure consistent and high quality performance.

- Foster a culture of accountability continuous improvement and teamwork within the quality team.

Continuous Improvement:

- Identify areas of improvement and work with cross functional teams to implement enhancements.

- Proactively address service gaps and implement corrective actions to prevent future issues.

- Stay up to date with industry best practices and emerging trends to enhance our services Quality.

Reporting:

- Create and distribute regular quality reports to management highlighting performance trends areas for improvement and success stories.

- Analyze data to identify root causes of quality issues and recommend solutions.

Client and Stakeholder Communication:

o Collaborate with clients to understand their quality expectations and feedback.

o Act as a liaison between clients and internal teams to address quality concerns and implement improvements.

- Compliance and Standards:

o Ensure compliance with industry regulations and quality standards.

o Keep abreast of changes in regulations and standards to maintain compliance.

Qualifications:

- Bachelor's degree.

- Proven experience in quality management with a minimum of 5 or more years in airline back office and corporate travel management.

- Strong knowledge of quality assurance methodologies and tool.

- Excellent leadership interpersonal and communication skills.

- Analytical and problem solving skills with the ability to interpret data and make data driven decisions.

- Familiarity with Travel industry regulations and quality standards.

- Certification in quality management - Six Sigma Lean ISO 9001 is a plus.