Jobs

About Travix

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.  In 2020 we took our next step, becoming part of the Trip.com Group, one of the largest online travel companies in the world, consisting of Trip.com, Ctrip, Skyscanner, Travelfusion, Make my Trip and Qunar. Travix operates in over 40 countries expanding in 5 continents, so a global mindset comes naturally. Our purpose is ‘the next journey at your fingertips, which goes for our customers and employees. We bring together passionate people, global partners, cutting-edge technology and an innovative platform to deliver our customers' best end-to-end booking experience. With a strategic vision and the resources and stability of the Trip.com Group, we provide an international playground where our employees can truly impact the future of traveling. For our location in Bangalore we are looking for a Customer Service Workforce Planner. 

Job Purpose

The Senior Quality Assurance Manager is responsible for coaching & steering the team of regional Quality Assurance Managers to enable them to reach their targets on quality audits & calibration. Provide feedback to relevant stakeholders to drive continuous improvement.

Key Responsibilities

• Coach and steer your Quality Assurance Managers to conduct audits based on the quality standards and quality handbook. 
• Monitor the output of your Quality Assurance Managers as input for (bi)weekly 1:1s, and log these in Small Improvements. 
• Conduct calibration sessions with your regional Quality Assurance Managers as well as with the BPO quality analysts. 
• Conduct check-Ins with your teams and ensure their goals are being met. 
• Ensure the product knowledge of your team is on the highest level. All updates on procedures and new products should be followed by your team.
• Ensure your team of Quality Assurance Managers provide effective, accurate and constructive feedback to Team Managers by using the QA framework in Evaluagent.
• Report out on Quality weekly via the Weekly Business Review
• Report out on Quality monthly via the Monthly Quality Review using the root cause reporting 
• Report out to the Associate Director every week on the total team performance via Small Improvements.
• Conduct quality audits on customer contacts according to the quality standards & quality handbook (60% of your time)
• Support the CC Learning & Development Manager with input for developing new and refresher materials
• Participate in stand ups on providing updates or address the consolidated lowlights/tips to the teams.
• Gain and ensure excellent knowledge of systems and processes
• Continuously assess the set up in Evaluagent and if adjustment on for example (and not limitless to) the workqueue need to be made, report out, and ensure action is being taken. 
• If any technical issues arise on Evaluagent, contact the Omni Channel manager in order to support.

What you bring to the table

• 3 years of experience in quality assurance in a Customer Service environment
• 1 year of experience in managing a team
• Experience in a multinational company and working with different cultures and/or countries
• Strong communicator (both written and spoken in English)
• Strong product/process knowledge
• Pragmatic with hands-on approach
• Excellent attention to detail

What you can expect

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

Benefits

• Transport: Free transportation with door-to-door pickup and drop facility round the clock.
• Medical Insurance for Self, Spouse, Children & Parents/ Parents-in-law
• Personal Accident and Term Life Policy for employee
• World Class Facility - Cafeteria and break-out zones

Ready to start your own Travix journey?

Make your career at Travix! If you share the same values as we do, you are just as passionate and ready to build your own legacy, we would love to hear from you!