Quality Manager

Qualifications:

• Proven experience supporting international travel accounts.
• Minimum of 4 years' experience as a QA Team Lead.

Key Responsibilities:

• Conducts quality monitoring and evaluation of inbound and outbound customer interactions across multiple channels (calls, email, chat) to ensure compliance with established quality standards.
• Prepares and maintains detailed quality reports, highlighting performance trends and improvement areas for management review.
• Supports coaching, feedback, and formal training initiatives to enhance agent performance and service quality.
• Acts as a subject matter expert within a specialized function, with strong working knowledge of related disciplines.
• Leads the development and implementation of solutions for complex programs, projects, and process improvements.
• Serves as a key authority in quality-related decisions and provides coaching, mentoring, and training to team members.