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Quality Manager

People are at the core of Fareportal. We are one of the fastest growing travel technology companies in the world; our portfolio of travel brands, including flagship product CheapOair, receives over 100 million visitors annually. 

 

Responsibilities:

  • Manage the Call Quality Team Operations for a voice process
  • Continuously Evaluate effectiveness of the audits being performed by QAs
  • Accurately Capture and Effectively Report various QA metrics for consumption of other stakeholders like Ops, Training, HR etc.
  • Create and Facilitate, creation & delivery  of regular refreshers both independently and alongwith Training team
  • Drive Idea generation amongst the QA team, and other teams to give way to out of the box thinking leading to Process Improvement, Revenue Generation while impacting the CX postively
  • Be the CX ambassador for the business, and drive the analysis & process changes in the same direction
  • Maintain 100% compliance environment by continuously redesigning the current auditing mechanism to avoid any penalties or escalation from Statutory Bodies
     


Requirements:

  • Data Friendly
  • High level of Integrity when it comes to Compliance & Data Handling
  • Effective Management of People
  • Ability to act as Growth Agent for the team
  • Expert level analytical skills, Quantitative Handling of Data, Data Handling & Interpretation capabilities
  • Excellent Communication Skills, Good Grasp of various reporting formats.
  • Process Oriented, Planning, Decision making, Data Handling,Ability to prioritise, Ability to meet deadlines and work under pressure 
  • Detail oriented, Strong organisational skills, Presentation skills 
  • Relevant experience in leading Call QA Teams in Voice environment for atleast 5 years
  • Open to working in shifts starting post 5.30 PM IST 
  • Having a GB Six Sigma Certification from reputed organisations like ASQ etc will be an added advantage.

 

What we offer:

  • Plenty of vacation time
  • Free transportation
  • Complimentary meals
  • Team building activities
  • Fun team outings
  • Unlimited coffee

 

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