Team Lead- Agent Quality Assurance

Role Overview: Etraveli Group, a global leader in tech solutions for online flight sales, is seeking a Team Lead for the CS Firstline Quality Assurance team in Mumbai. In this role, you will manage a team focused on enhancing customer service quality and maintaining a positive work environment. You will lead team members to achieve KPIs, resolve queries efficiently, and ensure smooth operations. Key Responsibilities: - Lead and motivate the team to achieve KPIs and deliverables. - Resolve queries and oversee reviews, coachings, and projects. - Conduct regular one-on-one meetings, performance reviews, and provide feedback for team development. - Manage workload to balance tasks and priorities effectively. - Encourage a collaborative and positive team environment. - Respond to disputes, conduct audits, and coach team members. - Assist in hiring, training, and onboarding new team members. - Support CS Quality Assurance Managers with reporting and data management. - Identify areas for improvement and implement strategies for enhanced customer service quality. Qualification Required: - 4-5 years of experience in the Online Travel Agency/Airline industry with expertise in GDS systems. - 3+ years of team leadership, coaching, and performance management experience. - Strong analytical skills and proficiency in MS Office, Google Suite, and reporting tools. - Experience in customer service, quality, and process optimization. - Excellent written and verbal communication skills in English. - A degree in Hospitality, Business, or a related field is preferred. Additional Company Details (if present): Etraveli Group has over 2500 employees globally and operates major offices in Sweden, Canada, Greece, India, and Poland. The company collaborates with various online travel agencies and strategic partners to provide seamless travel solutions.,