Sr. Quality Manager (GDS Travel)

The Quality Manager will work closely with various departments to ensure compliance with company policies and improve overall customer satisfaction.

Key Responsibilities:

• Develop and implement quality assurance standards and processes for the contact center.
• Monitor and evaluate customer interactions to ensure adherence to quality standards.
• Design and conduct training programs to address quality issues and improve service delivery.
• Analyze performance data to identify trends and areas for improvement.
• Collaborate with other departments to ensure consistent quality across all customer touchpoints.
• Prepare and present reports on quality metrics and performance to senior management.
• Handle customer complaints and feedback, ensuring timely resolution and continuous improvement.
• Stay updated with industry best practices and incorporate them into the quality assurance processes.
• Ensure compliance with Global Distribution Systems (GDS) standards and practices.
• Oversee ticketing processes for flights, hotels, car rentals, and other travel services.

Qualifications:

• Graduate
• Minimum 5 years of experience in quality assurance within a contact center environment, preferably in corporate travel.
• Strong analytical skills and attention to detail.
• Excellent communication and interpersonal skills.
• Proficiency in quality management software and tools.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and the ability to handle multiple tasks simultaneously.
• Preferred Skills:
• Experience with Six Sigma or other quality management methodologies.
• Minimum Green Belt Trained and certified
• Preferred Black belt
• Hands on experience on various GDSs - Sabre, Amadeus, Galileo, World span etc...
• Knowledge of corporate travel industry standards and practices.