5 - 10 years
8 - 10 Lacs
Posted:3 days ago|
Platform:
Work from Office
Full Time
* Lead and manage the Quality Assurance function for a team handling international ticketing, group bookings, and email support.
* Act as a Subject Matter Expert (SME) in ticketing processes to support quality audits and interventions.
* Monitor and evaluate the performance of L2 Complex itinerary trained resources to ensure adherence to process standards.
Drive continuous improvement initiatives to enhance service delivery and customer satisfaction.
* Collaborate with operations leadership to ensure KPIs and SLAs are met from a quality perspective.
* Conduct regular quality reviews, calibration sessions, and feedback discussions with team members.
* Prepare and present quality dashboards and reports to stakeholders.
* Minimum 1–2 years of experience in Corporate Travel Quality Assurance, with exposure to at least one GDS (Amadeus/Sabre).
* Proven experience in supervising or managing a quality team& Strong command of spoken and written English; confident in leading quality review calls and calibration sessions.
* Proficient in Excel and presentation tools for reporting and analysis.
* Excellent analytical skills with a focus on root cause analysis and corrective action planning.
* Strong conflict management and coaching abilities.
WNS Holdings
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