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Team Leader - Quality (Voice-Process)


People are what drive 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. 

We are seeking Team Leader - Quality for our Pune Office who will be responsible for Process Improvement at organisation level and improve the quality of the agents for the contact center. The incumbent on this role will have the ownership and accountability to ensure all the quality processes meet the ISO compliance Identify Training needs for the process and Quality team. 

Job Responsibilities:

  •   Design the Sampling Strategy for the process
  •   Monitor process quality check audits
  •   Ensure completion of the all Calibration sessions including TQO
  •   Ensure that Frequency and Event based feedback for the team is complete
  •   Preparation of Quality Standard Documentation for the process and update it on a regular       basis with regards to any changes
  •   Assist the Operations team in the customer compliant & resolution process for the teams
  •   Complete the regular performance review with the team of QA’s
  •   Compile MIS for all teams handled
  •   Support the managers in review of employee performance based on data with areas of           development
  •   Ensure that the QA process meets the ISO Compliance
  •   Drive Continuous improvement initiatives
  •   Drive best practice/idea sharing
  •   Identify Training needs for the process and Quality team
  •   Attend Training for self development
  •   Drive six sigma and LEAN projects in the team
  •   Take Org level initiatives
  •   Develop and maintain stakeholder relationship

Qualifications / Experience:

  •   Candidate should have minimum 5+ years of experince in Quality.
  •   Analytical skills and time management
  •   Excellent Communication skills – verbal and written
  •   Coaching and Feedback
  •   Conflict Management
  •   Interpersonal skills and people skills (People Management)
  •   Risk Identification and mitigation skill
  •   Relationship management with clients and stakeholders
  •   Candidate should be from the Quality Background
  •   Candidate should be from the Travel Background
  •   Candidate should have handled a team
  •   Candidate should be an Graduate from any reputed university  

What we offer:

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