CRF – REF47044Q – Group Manager – Transactional Quality – Mumbai

Vertical: – Travel

Role: – Team Manager

Shift: – 1:00pm-10:00pm / 5:30pm-2:30am – Monday to Friday

Mode of work: – 5 days WFO

Experience range: – 8+ years of overall experience with min. 3 years into Quality/Operations domain in a travel company or in a travel process (in a BPO company)

Interview rounds: – 2 Technical + 1 HR

• Manage ‘Next-Gen’ Shared Services Quality Organization by consistently ‘Raising-the-bar’ on service-delivery standards & enable low-risk & zero-surprises BAU
• Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management
• Deliver sampling and stratification strategy based on Compliance checks, Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance
• Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting
• Effective deployment of RCA framework including communication, follow through & training
• Responsible for robust documentation of quality standards as agreed with the client in alignment to TQ Playbook
• Digitalization & mistake proofing in Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control framework
• Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience
• Ensure continued alignment of account to ISO standards through checks & audits
• Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring Desired Experience and Skills.

• Any Graduate / Post Graduate/ MBA
• Overall work experience of minimum 6-8 yrs.; minimum 3-4 yrs. experience in Transactional Quality
• Experience in automation of aspects of Quality function
• Working knowledge of Excel, Power BI.
• Knowledge & experience of ISO, Agile methodology & demonstrates digital mindset.
• Should have analytical bent of mind along with lateral thinking.
• Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset.
• Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change.