Quality Manager (Travel Account – Expedia)

Gratitude Inc

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3 weeks ago

Quality Manager (Travel Account – Expedia)

1-10 Year(s)

₱ 80 - ₱ 110K p.m

Manila (Pasay City, Taguig)

Job Description

Key Skills

Workforce Management Workforce Management Trainer Travel Accounts Call Centre skills good communication skills coaching skills BPO Travel Account Must have at least 6 months tenure in current position BPO Experience is a must managerial experience/leadership experience Atleast 1 year BPO Experience Coaching & Development Expedia Quality Manager.

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Job Title: Quality Manager (Travel Account – Expedia)
Location: MOA or McKinley, Philippines
Work Setup: Onsite | Night Shift
Salary: PHP 80,000 – 110,000

Job Overview

We are seeking an experienced and results-driven Quality Manager to support a Travel (Expedia) account. The successful candidate will be responsible for ensuring high-quality customer interactions across voice and non-voice channels, driving continuous improvement, and leading a team of quality specialists within a fast-paced BPO environment.

Key Responsibilities

Monitor and evaluate inbound and outbound calls, emails, and chat interactions to ensure compliance with quality standards
Analyze performance data and document quality trends for management review
Provide structured feedback, coaching, and training to improve agent performance
Lead quality initiatives, process improvements, and calibration sessions
Act as a subject matter expert and final decision-maker on quality-related concerns
Manage and mentor a team of quality specialists, including performance management and development
Ensure implementation of quality frameworks, policies, and operational standards aligned with business goals

Qualifications

At least 6 months experience as a Quality Manager in a BPO setting
Strong background in Travel accounts; Expedia experience is highly preferred
Experience with IGT, WNS, or Foundever is an advantage
Excellent analytical, coaching, and communication skills

Role

Training Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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