Lead Assistant Manager-Business Process & Service Excellence -Quality Excellence

Quality Management:

Process Improvement:

Compliance & Standards:

Team Collaboration & Training:

Client & Stakeholder Engagement:

Technology Utilization:

Hands-on experience to manage Travel Products

Graduate in any stream and should have travel knowledge

Diploma in Travel & Tourism preferred and Diploma in Fares & Ticketing preferred

Develop and implement quality assurance frameworks and metrics

Monitor call, email, and chat interactions for compliance, accuracy, and customer satisfaction.

Conduct root cause analysis and implement corrective actions to improve service quality.

Analyze travel service workflows (e.g., bookings, rebooking, cancellations, refunds) for inefficiencies.

Recommend and implement process enhancements using lean or Six Sigma practices (should be Green belt or black belt)

Ensure adherence to industry regulations (e.g., IATA, GDPR for data handling).

Maintain up-to-date knowledge of travel industry practices and client-specific guidelines.

Coordinate with training teams to develop modules based on quality findings.

Mentor quality analysts and collaborate with team leaders to improve agent performance.

Provide regular quality reports and insights to internal and external stakeholders.

Participate in client meetings to present performance metrics and improvement plans.

Work with QA tools (e.g., speech/text analytics,DQA) to monitor and analyze performance.

Recommend tech solutions for better quality monitoring and automation.