Quality Assurance Manager for Travel Industry

4 days ago


Mumbai, Maharashtra, India WNS Global Services Full time
Job Title: Transactional Quality Manager

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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