About the Job Role

We are looking for an experienced Quality Manager to oversee quality assurance operations for our Travel Account – Expedia. The ideal candidate will lead quality initiatives, drive performance improvements, and ensure customer interactions meet company standards.

This role requires a strong background in BPO Quality Assurance, experience managing QA teams, and the ability to coach and mentor specialists to deliver exceptional customer experiences.

Key Responsibilities

• Lead and manage the Quality Assurance team supporting Travel/Customer Service operations.
• Monitor, evaluate, and audit customer interactions across various channels including:
  • Voice calls
  • Email
  • Chat support
• Ensure compliance with quality standards, customer experience guidelines, and operational processes.
• Identify performance gaps and provide actionable coaching and feedback.
• Develop quality improvement strategies to enhance customer satisfaction and operational efficiency.
• Maintain accurate quality reports, scorecards, audit results, and performance documentation.
• Partner with Operations Leaders to improve team performance and achieve business goals.
• Conduct calibration sessions and ensure consistent evaluation standards.
• Coach, mentor, and develop QA Specialists and support team growth.
• Drive continuous improvement initiatives and support short-to-medium-term business strategies.
• Act as a subject matter expert in Quality Assurance processes and best practices.
• Ensure implementation of QA policies, procedures, and performance standards.

Qualifications & Requirements

• Bachelor’s degree preferred.
• Minimum 6 months – 1 year Manager-level experience as a Quality Manager or equivalent role.
• Strong BPO experience is required.
• Must have proven Quality Assurance experience, including:
  • Call monitoring
  • Quality audits
  • Coaching and feedback sessions
  • QA scorecards
  • Performance improvement plans
• Experience supporting Travel Accounts is highly preferred.
• Experience handling Expedia or similar travel-related accounts is an advantage.
• Background with IGT and WNS is highly preferred.
• Strong understanding of customer service operations and quality frameworks.
• Excellent analytical, reporting, and problem-solving skills.
• Strong leadership, communication, and stakeholder management skills.
• Ability to work onsite and support night shift operations.

Preferred Experience

Travel Account QA Management
Customer Experience Management
BPO Operations Leadership
Quality Process Improvement
Team Coaching & Development