Quality Manager – Travel (Expedia Account)
Gratitude IncQuality Manager – Travel (Expedia Account)
Job Description
Key Skills
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Hiring: Quality Manager – Travel (Expedia Account)
Location: Clark, Pampanga, Philippines
Work Setup: Onsite
Shift: Night Shift
Salary: PHP 80,000 – 110,000/month
Job Responsibilities:
Monitor and evaluate customer interactions across voice, email, and chat channels to ensure compliance with quality standards.
Conduct call monitoring, audits, quality evaluations, and performance reviews.
Provide actionable feedback, coaching, and mentoring to improve agent performance.
Develop and maintain quality scorecards, reports, and performance metrics.
Identify quality trends and recommend process improvements.
Lead and manage the Quality Assurance team while ensuring SLA and KPI compliance.
Collaborate with Operations and Training teams to drive continuous process improvement.
Ensure adherence to client requirements, internal policies, and quality standards.
Prepare and present quality performance reports to stakeholders.
Required Skills and Qualifications:
Minimum 6 months to 1 year of experience as a Quality Manager or in an equivalent managerial QA role.
Strong background in handling Travel accounts, preferably Expedia.
Hands-on experience in Quality Assurance, including call monitoring, audits, coaching, feedback sessions, and quality scorecards.
Experience with IGT or WNS is highly preferred.
BPO experience is mandatory.
Strong analytical, problem-solving, and decision-making skills.
Excellent communication, leadership, coaching, and stakeholder management skills.
Proficiency in Microsoft Excel, PowerPoint, and reporting tools.
Important Note:
Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.
Pre-Screening Information Required:
Highest Educational Qualification
Total Relevant Experience
Current Designation
Travel/Expedia Account Experience (Yes/No – Specify accounts handled)
Quality Assurance Experience
Preferred Site: Clark
Current/Last Drawn Salary
Expected Salary
Mandatory Questionnaire Link:
https://myglit.com/lateral/cref/9330871d24
Note: Filling out this form is mandatory. Only candidates who complete the questionnaire will be considered for the next stage of the hiring process.
Role
Quality Manager
Timings
Night Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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- What are the most important skills you acquired as a Soft Skills/VNA trainer?
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