Quality Assurance Manager
Travix is one of the leading global online travel agencies managing an extensive portfolio of travel-focused websites operating under the brand names Cheaptickets, Vliegwinkel, BudgetAir and Flugladen. All our brands provide both search and book capability for flight combinations worldwide. We operate our five brands in over 40 countries; employ more than 550 people with over 55 different nationalities worldwide.
For our office in Bangalore we are looking for a full time Quality Assurance Manager
As the Quality Assurance Manager you are continuously performing quality & compliance audits and give feedback to agents in your locations in order to improve their quality of service towards our customers.
- Audit quality on customer contacts; analyze written and verbal interactions between 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 to the highest standards and in line with the QA frame work.Investigate quality failures and share improvement ideas & trends with the Senior Quality Manager.
- Provide effective, accurate and constructive feedback to agents/Team Managers by using the QA framework in Evaluagent. Drive for positive employee satisfaction with tips & tricks & praise.
- Consistently conduct calibration sessions for alignment and proactively developing the existing framework together with the Quality Mgr team and the Senior Quality Manager
What you bring to the table
- Graduate or Post Graduate.
- Experience in the travel industry. Knowledge of Amadeus/Worldspan is a plus.
- Great communication skills, friendly, outgoing and customer friendly personality.
- Excellent written and verbal communication skills in English.
- Energetic and positive mindset
What you can expect
- Opportunity to work in flexible working.
- Attractive rewards and benefits.
- Supportive team, international and friendly environment.
- Opportunity to develop
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.