Assistant Manager

2 weeks ago

Gurgaon, Haryana, India WNS Holdings Full time ₹ 9,00,000 - ₹ 12,00,000 per year

* Lead and manage the Quality Assurance function for a team handling international ticketing, group bookings, and email support.

* Act as a Subject Matter Expert (SME) in ticketing processes to support quality audits and interventions.

* Monitor and evaluate the performance of L2 Complex itinerary trained resources to ensure adherence to process standards.

Drive continuous improvement initiatives to enhance service delivery and customer satisfaction.

* Collaborate with operations leadership to ensure KPIs and SLAs are met from a quality perspective.

* Conduct regular quality reviews, calibration sessions, and feedback discussions with team members.

* Prepare and present quality dashboards and reports to stakeholders.

* Minimum 1–2 years of experience in Corporate Travel Quality Assurance, with exposure to at least one GDS (Amadeus/Sabre).

* Proven experience in supervising or managing a quality team& Strong command of spoken and written English; confident in leading quality review calls and calibration sessions.

* Proficient in Excel and presentation tools for reporting and analysis.

* Excellent analytical skills with a focus on root cause analysis and corrective action planning.

* Strong conflict management and coaching abilities.

Qualifications

* Minimum 1–2 years of experience in Corporate Travel Quality Assurance, with exposure to at least one GDS

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