Group Manager - Transactional Quality - Mumbai - REF43516R

Vertical: - Travel

Role: - Team Manager

Travel Management Corporate - Ticketing / Refunds/Exchanges / Schedule Changes.

Key Responsibilities:

• Quality Assurance Management
  • Develop and implement a comprehensive quality assurance program for airline back office and corporate travel management services
  • Establish communicate and monitor quality standards performance metrics and key performance indicators KPIs
  • Conduct regular quality audits and evaluations of processes transactions and customer interactions
• Team Leadership
  • Lead mentor and motivate a team of quality assurance professionals
  • Provide coaching and training to ensure consistent and high quality performance
  • Foster a culture of accountability continuous improvement and teamwork within the quality team
• Continuous Improvement
  • Identify areas of improvement and work with cross functional teams to implement enhancements
  • Proactively address service gaps and implement corrective actions to prevent future issues
  • Stay up to date with industry best practices and emerging trends to enhance our services Quality
• Reporting
  • Create and distribute regular quality reports to management highlighting performance trends areas for improvement and success stories
  • Analyze data to identify root causes of quality issues and recommend solutions
• Client and Stakeholder Communication
  • Collaborate with clients to understand their quality expectations and feedback
  • Act as a liaison between clients and internal teams to address quality concerns and implement improvements
• Compliance and Standards
  • Ensure compliance with industry regulations and quality standards
  • Keep abreast of changes in regulations and standards to maintain compliance Qualifications

• Any Graduate/PG/MBA.
• Strong knowledge of quality assurance methodologies and tool
• Excellent leadership interpersonal and communication skills
• Analytical and problem solving skills with the ab