Quality Manager – Travel (Expedia)

Gratitude Inc

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22 hours ago

Quality Manager – Travel (Expedia)

1-2 Year(s)

Manila (Taguig)

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Job Description

Key Skills

Travel Accounts Monitors and evaluates the quality of inbound and/or outbound telephone calls Expedia Quality Manager.

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

We are seeking an experienced Quality Manager to lead Quality Assurance operations for a Travel (Expedia) account.

Responsibilities

Lead the Quality Assurance team to ensure compliance with quality standards and client expectations.
Monitor and evaluate customer interactions across calls, emails, and chat for accuracy, compliance, and service excellence.
Analyze quality trends, identify performance gaps, and implement continuous improvement initiatives.
Develop and maintain QA scorecards, audit processes, and quality reporting.
Provide coaching, feedback, and mentoring to QA specialists and operations teams.
Collaborate with Operations and Training teams to improve agent performance and customer experience.
Drive calibration sessions and ensure consistent evaluation standards across the account.
Prepare quality reports, performance insights, and recommendations for leadership.
Lead process improvement initiatives and ensure adherence to organizational policies and quality standards.

Work Schedule

Shift: Night Shift
Work Set-up: Onsite
Start Date: ASAP

Eligibility Requirements:

At least 6 months to 1 year of experience as a Quality Manager or in an equivalent leadership role.
Strong Quality Assurance experience, including call monitoring, audits, scorecards, coaching, and performance management.
Experience handling Travel or Expedia accounts is highly preferred.
BPO experience is required.
Candidates with experience from IGT or WNS are highly preferred.

If you have experience in Quality Assurance, Quality Management, Travel BPO, Expedia, Call Quality Monitoring, Coaching, Audits, and Performance Improvement, we'd love to hear from you.

Apply today by submitting your updated CV. Shortlisted candidates will be contacted for the next steps in the recruitment process.

Role

Account Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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