Quality Manager – Travel Account

Gratitude Inc

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6 days ago

Quality Manager – Travel Account

1-10 Year(s)

Pampanga (San Fernando, Angeles City)

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Job Description

Key Skills

Coaching Quality assurance Travel Accounts Quality Auditor Expedia SLAs, CSAT, quality scores

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Role Overview:

We are seeking a Quality Manager to monitor and evaluate the quality of inbound/outbound calls and other customer contact methods (email, chat) for accuracy and adherence to quality standards. You will drive quality initiatives, coach and mentor teams, and implement quality frameworks for our Travel/Expedia account.

Key Responsibilities:

Monitor and evaluate quality of customer interactions across phone, email, and chat channels.

Document quality issues and performance measures for management review.

Provide feedback and coaching to improve individual and team performance.

Drive development of new solutions for programs, projects, and processes.

Serve as final decision/opinion maker in the quality area; coach, mentor, and train others.

Ensure implementation of policies, processes, and standards aligned with department strategy.

Lead a team of Specialists with full employee lifecycle responsibility.

Qualifications:

At least 6 months to 1 year Manager-level experience (Quality Manager or equivalent) – required.

Travel Account experience (Expedia or similar) – prioritized.

Quality Assurance (QA) experience – call monitoring, coaching, scorecards, audits, feedback – required.

BPO experience – required.

Not a job hopper – stable employment history.

Role

Quality Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

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