Quality Manager/Customer Experience Manager – Travel Account URGENTLY HIRING
Gratitude IncQuality Manager/Customer Experience Manager – Travel Account URGENTLY HIRING
Job Description
Key Skills
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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
- 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
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.
NA, nigeria
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