Team Lead- Quality

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2500 passionate professionals is what makes us the industry s tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Canada, Greece, India, Poland and Uruguay.

Purpose

The MLP Team evaluates retail losses caused by human errors, identifying patterns and trends to pinpoint pain areas and implement preventative measures. Through data analysis and process improvement, the team works to enhance efficiency, reduce errors, and drive long-term operational improvements.

The MLP Team Leader plays a critical role in ensuring qualitative results are delivered within set targets and SLAs. This position requires a proactive leader who can motivate, inspire, and support team members while fostering an environment of trust, open communication, and continuous improvement.

The Team Leader is responsible for monitoring performance, maintaining high standards, and driving operational excellence, ensuring alignment with company strategy and values. A key aspect of the role is facilitating seamless information flow, identifying areas for improvement, and implementing best practices to enhance team efficiency. Additionally, this role involves coaching and mentoring team members, resolving challenges, and ensuring adherence to quality, compliance, and customer service standards. The Team Leader must possess strong analytical skills, data-driven decision-making abilities, and a hands-on approach to problem-solving.

This position reports to the Monetary Loss Prevention Manager and is based in Mumbai.

Responsibilities :

Lead & Support - Train, mentor, and guide team members to improve performance and career growth.

Performance Monitoring - Track KPIs, assess quality and provide constructive feedback.

Operational Oversight - Manage schedules, ensure SLA compliance, and oversee daily workflows.

Participate in the daily tasks on a scheduled rotation and ensure you stay up-to-date with the new processes and routines

Process Optimization - Identify inefficiencies, drive automation, and implement best practices.

Data Analysis - Use reports and dashboards to monitor trends, measure improvements, and support decision-making.

Problem Solving - Step in when necessary to assist the team in resolving issues and challenges.

Recognition & Motivation - Foster engagement by celebrating individual and team achievements.

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