Assistant Manager Quality

Job Title: Assistant Manager Quality

Location - ASF Tower, Second floor

TBO(www.tbo.com)

TBO is a global platform that aims to simplify all buying and selling travel needs of travel partners across the world. The proprietary technology platform aims to simplify the demands of the complex world of global travel by seamlessly connecting the highly distributed travel buyers and travel suppliers at scale.

The TBO journey began in 2006 with a simple goal – to address the evolving needs of travel buyers and suppliers, and what started off as a single product air ticketing company, has today become the leading B2A (Business to Agents) travel portal across the Americas, UK & Europe, Africa, Middle East, India, and Asia Pacific.

Today, TBO’s product range from air, hotels, rail, holiday packages, car rentals, transfers, sightseeing, cruise, and cargo. Apart from these products, our proprietary platform relies heavily on AI/ML to offer unique listings and products, meeting specific requirements put forth by customers, thus increasing conversions.

TBO’s approach has always been technology-first and we continue to invest on new innovations and new offerings to make travel easy and simple. TBO’s travel APIs are serving large travel ecosystems across the world while the modular architecture of the platform enables new travel products while expanding across new geographies.

Why TBO:

• You will influence & contribute to “Building World Largest Technology Led Travel Distribution Network” for a $ 9 Trillion global travel business market.
• We are the emerging leaders in technology led end-to-end travel management, in the B2B space.
• Physical Presence in 47 countries with business in 110 countries.
• We are reputed for our-long lasting trusted relationships. We stand by our eco system of suppliers and buyers to service the end customer.
• An open & informal start-up environment which cares.

What TBO offers to a Life Traveller in You:

• Enhance Your Leadership Acumen. Join the journey to create global scale and ‘World Best’.
• Challenge Yourself to do something path breaking. Be Empowered. The only thing to stop you will be your imagination.
• Post pandemic: travel space is likely to see significant growth. Witness and shape this space. It will be one exciting journey.
• As a fastest growing B2B platform our priority is purpose-building scalable systems.
• Adopting industry leading technologies to support best-in-class business capabilities for high performing and scalable solutions.
• Fast response to the evolving regulatory environment and helping to meet the firm's regulatory commitments by addressing internal and external commitments.

Key Responsibilities

• Monitor and Evaluate:

  Assess customer service interactions (calls, emails, chats, etc.) against established quality assurance scorecards and guidelines.

• Fact-Finding & Analysis:

  Identify trends, root causes of errors, and areas for improvement in customer care processes.

• Coaching and Feedback:

  Provide clear, constructive, and actionable feedback to customer service agents to help them enhance their performance and skills.

• Reporting:

  Develop and maintain reports on quality metrics, presenting findings and insights to team leaders and management using tools like MS Excel and PowerPoint.

• Collaboration:

  Work closely with operations, training, and other teams to align on quality standards and drive continuous improvement initiatives across the organization.

• Process Improvement:

  Contribute to the refinement of quality audit parameters, scoring, and internal processes.

Required Qualifications & Skills

• Education:

  A Bachelor's degree in any field or a 3-year diploma.

• Experience:

• A minimum of

  4

  years

  of overall work experience in a contact center environment.
• A minimum of

  2 year

  of dedicated experience as a Quality Analyst.

• Skills:

• Communication:

  Strong written and verbal communication skills. Must be proficient in both

  Hindi & English

  .

• Coaching:

  Excellent coaching and feedback delivery skills.

• Analytical:

  Good aptitude for fact-finding, logical reasoning, and problem-solving.

• Interpersonal:

  Strong interpersonal skills with the ability to work effectively as a team player and interact with various teams.

• Technical:

  Proficient in MS Office Suite (Excel, Word, PowerPoint). Solid understanding of quality assurance methods, tools, and metrics (e.g., score calculations, parameter ratings).