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Regional Quality Assurance Manager

Regional Quality Assurance Manager

Are you a Quality Assurance expert looking to take on a challenging role in a online travel organisation, in their customer service department? We have an interesting opportunity for you as we are now looking for a Regional Quality Assurance Manager for our office in Bangalore. In the role of a Regional Quality Assurance Manager, you execute on the quality assurance strategy by continuously monitoring agent customer service response quality and adherence to processes & procedures using the QA framework set by the Global Quality Assurance Manager. You will continuously perform periodic quality & compliance audits at your location and stimulate improvements by using clear reporting to track trends and adjust actions plans.

What you do:

  • Audit quality on customer contacts; analyse written and verbal interactions between customer service agents and customers to ensure adherence to quality and customer service policies and procedures
  • Audit compliance of work Instructions by the regional teams
  • Ensure all audits are completed with the highest standards and in line with the QA Framework set by the Global Quality Assurance Manager
  • Investigate quality failures by conducting root cause analysis
  • Provide effective, accurate and constructive feedback to the Team Manager and create action plans to ensure continuous improvement while driving for positive employee satisfaction
  • Consolidate quality metrics from all areas and prepare reports for management tracking trends and ensure the realization of action plans
  • Support Director Customer Support  & Global Quality Assurance Manager with (business) reviews
  • Gain and ensure excellent knowledge of systems and processes

What you have:

  • Graduate with 2 years or proven experience in in a customer service environment as Quality Assurance Manager
  • Knowledge of Amadeus and Worldspan is an advantage
  • Excellent communication skills- English (Verbal and Written)
  • Friendly, outgoing and customer centric approach
  • Good numerical skills and an understanding of statistics.
  • Excellent attention to detail, problem solving and organisation skills

What you get

  • Opportunity to work in flexible working environment
  • Supportive team, international and friendly environment.
  • Opportunity to grow and develop

Interested?

Of course you are! Do you recognize yourself in the above profile, we look forward to receiving your application by clicking the “apply now” button.

Apply now
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