Quality Manager | Travel | CLARK- VERY URGENT

Gratitude Inc

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17 hours ago

Quality Manager | Travel | CLARK- VERY URGENT

1-2 Year(s)

Manila - Taguig, Cebu Central Visayas

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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.

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

About the Job Role

We are looking for an experienced Quality Manager to oversee quality assurance operations for our Travel Account – Expedia. The ideal candidate will lead quality initiatives, drive performance improvements, and ensure customer interactions meet company standards.

This role requires a strong background in BPO Quality Assurance, experience managing QA teams, and the ability to coach and mentor specialists to deliver exceptional customer experiences.

Key Responsibilities

Lead and manage the Quality Assurance team supporting Travel/Customer Service operations.
Monitor, evaluate, and audit customer interactions across various channels including:
- Voice calls
- Email
- Chat support
Ensure compliance with quality standards, customer experience guidelines, and operational processes.
Identify performance gaps and provide actionable coaching and feedback.
Develop quality improvement strategies to enhance customer satisfaction and operational efficiency.
Maintain accurate quality reports, scorecards, audit results, and performance documentation.
Partner with Operations Leaders to improve team performance and achieve business goals.
Conduct calibration sessions and ensure consistent evaluation standards.
Coach, mentor, and develop QA Specialists and support team growth.
Drive continuous improvement initiatives and support short-to-medium-term business strategies.
Act as a subject matter expert in Quality Assurance processes and best practices.
Ensure implementation of QA policies, procedures, and performance standards.

Qualifications & Requirements

Bachelor’s degree preferred.
Minimum 6 months – 1 year Manager-level experience as a Quality Manager or equivalent role.
Strong BPO experience is required.
Must have proven Quality Assurance experience, including:
- Call monitoring
- Quality audits
- Coaching and feedback sessions
- QA scorecards
- Performance improvement plans
Experience supporting Travel Accounts is highly preferred.
Experience handling Expedia or similar travel-related accounts is an advantage.
Background with IGT and WNS is highly preferred.
Strong understanding of customer service operations and quality frameworks.
Excellent analytical, reporting, and problem-solving skills.
Strong leadership, communication, and stakeholder management skills.
Ability to work onsite and support night shift operations.

Preferred Experience

Travel Account QA Management
Customer Experience Management
BPO Operations Leadership
Quality Process Improvement
Team Coaching & Development

Role

Quality Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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