Quality Assurance Manager for Travel Industry
2 weeks ago
WNS Global Services is seeking a skilled Transactional Quality Manager to lead our quality assurance efforts in the travel industry.
Key Responsibilities:
- Quality Assurance Management:
- Develop and implement a comprehensive quality assurance program to ensure high-quality services in airline back office and corporate travel management.
- Establish and monitor quality standards, performance metrics, and key performance indicators (KPIs) to measure team performance.
- Conduct regular quality audits and evaluations of processes, transactions, and customer interactions to identify areas for improvement.
- Team Leadership:
- Lead, mentor, and motivate a team of quality assurance professionals to deliver high-quality results.
- Provide coaching and training to ensure consistent and high-quality performance.
- Foster a culture of accountability, continuous improvement, and teamwork within the quality team.
- Continuous Improvement:
- Identify areas of improvement and work with cross-functional teams to implement enhancements.
- Proactively address service gaps and implement corrective actions to prevent future issues.
- Stay up-to-date with industry best practices and emerging trends to enhance our services' quality.
- Reporting:
- Create and distribute regular quality reports to management highlighting performance trends, areas for improvement, and success stories.
- Analyze data to identify root causes of quality issues and recommend solutions.
- Client and Stakeholder Communication:
- Collaborate with clients to understand their quality expectations and feedback.
- Act as a liaison between clients and internal teams to address quality concerns and implement improvements.
- Compliance and Standards:
- Ensure compliance with industry regulations and quality standards.
- Keep abreast of changes in regulations and standards to maintain compliance.
Qualifications:
- Bachelor's degree
- Strong knowledge of quality assurance methodologies and tools
- Excellent leadership, interpersonal, and communication skills
- Analytical and problem-solving skills with the ability to interpret data and make data-driven decisions
- Familiarity with travel industry regulations and quality standards
- Certification in quality management (e.g., Six Sigma, Lean, ISO 9001) is a plus
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