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Manager - Quality Assurance (Contact Center)

Description:

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 Manager – Quality for our Contact Center Operations for our Pune office who will be overseeing the quality assurance programs. The incumbent on this role will have the ownership and accountability of driving and improving the CSAT and Quality SLs for the site. 

 

Job Responsibilities:

  • Driving and improving CSAT and Quality SL’s
  • Review and approve the sampling strategy that suits the business requirement
  • Decide on the Calibration Process and  variance target
  • Review and approve the Quality Standard Document
  • Assist the Operations Team up of customer compliant & resolution process for the teams. (Not applicable for some teams)
  • Ensure that the Quality Process adheres to the Quality Standard
  • Regular Performance Review with QA/AM/DM
  • Conduct skip level meetings with the advisors and QA’s
  • Attend Learning Academy Training and  Training roadmap for self-development
  • Drive high impacting short burst and strategic Projects
  • Mentor team members to improve performance and behaviour
  • Understand VOC/VOE and implement actions to improve the performance on them
  • Participate in  organization wide  initiatives
  • Regular governance with all stakeholders
  • Deploy standard Quality Framework
  • Initiate and mentor vertical level initiative

Qualifications / Experience:

  • Graduation from a reputed university
  • Typically 7-8 Years’ experience in Quality Role
  • Experience on GDS systems like Sabre/Amadeus (Preferred)
  • PMP Skills/Certification (Preferred)
  • Six Sigma/Lean Certified (Preferred)
  • Knowledge on the Process Improvement tools
  • Presentation and CRM skills
  • Analytical skills and time management
  • Excellent Communication skills – verbal and written
  • Mentor DR and succession planning
  • Maintain healthy internal and external client and stakeholder relationship
  • Interpersonal skills and people skills (People Management)
  • Risk Identification and mitigation skill
  • Should have sound knowledge of migration

What we offer:

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

 

 

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