Team Lead- Agent Quality Assurance

Role Overview: Etraveli Group is a global leader in tech solutions and fulfillment capabilities for online flight sales. You will be the Team Lead for the CS Firstline Quality Assurance team in Mumbai, managing and guiding a dynamic team to improve the quality of customer service and maintain a positive team environment. Key Responsibilities: - Lead and motivate the team to achieve KPIs and deliverables. - Resolve queries and ensure efficient performance of reviews, coachings, and projects. - Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback. - Guide employees for growth and development within the team. - Manage team workload for optimal task balance and priorities. - Encourage a collaborative and positive team environment. - Ensure compliance with company policies. - Respond to disputes, perform audits, coach team members, and lead calibration sessions. - Hire, interview, coach, train, and onboard new team members. - Resolve quality tool issues and complete a sample size of interactions per month. - Support CS Quality Assurance Managers with reporting, KPIs, and data accuracy. - Identify opportunity areas for process improvement and propose new strategies for customer service quality. Qualification Required: - 4-5 years in the Online Travel Agency/Airline industry with expertise in GDS systems, NDC, LCC, and BSP. - 3+ years in team leadership, coaching, and performance management. - 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. - University degree in Hospitality, Business, or related field preferred. Additional Details: Etraveli Group has over 2500 employees worldwide, with major offices in Sweden, Canada, Greece, India, and Poland. The company holds consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serves Booking.com with flights. Etraveli Group has strategic partnerships with companies like Skyscanner, Google Flights, and TUI.,