Quality Manager – Travel (Expedia Account)

Gratitude Inc

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1 week ago

Quality Manager – Travel (Expedia Account)

0-1 Year(s)

₱ 80 - ₱ 110K p.m

Pampanga

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Job Description

Key Skills

Leadership Microsoft Excel Analytical Skills Stakeholder Management Travel Accounts coaching skills BPO Experience is a must Strong Decision-Making skills Problem-Solving Skills Excellent communication skills - written and verbal Proficiency in MS Excel, PowerPoint, and reporting tools for tracking and analysis

37 candidate(s) have already applied for this Job. Apply now

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.

Abhishek Kumar

Recruiter - Gratitude Inc

NA, india

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