Quality - Customer Service Manager

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*JOB TITLE

Customer Service Manager - Quality, Insights & Systems

JOB SUMMARY

The Customer Service Manager- Quality, Insights & Systems is a dual-function role combining strategic project

management in automation and AI-driven innovation with operational responsibility of booking erratas, system

adjustments, and quality assurance.

The ideal candidate will be technical experienced, analytically sharp and operationally grounded, with a

collaborative mindset that fits seamlessly into Stubas people-first culture.

REQUIRED AND DESIRED EXPERIENCE

Experience:

* 5 - 8 years in customer service or operations, with at least 2 years in a quality, systems, or performance-focused role.

* Proven track record of designing and leading QA programmes, including scorecard development, calibration, and coaching.

* Experience managing cross-functional projects from concept to implementation, ideally involving automation or process improvement.

* Background in travel, hospitality, telecom, or tech-enabled services preferred.

Technical & Analytical Skills:

* Proficient in Excel and familiar with BI dashboards (e.g., Power BI, Tableau) for performance tracking and reporting.

* Comfortable working with CRM systems, ticketing platforms, and customer feedback tools.

* Exposure to AI-driven QA tools, speech analytics, or automation platforms (e.g., chatbots, workflow engines) is a strong advantage.

* Six Sigma awareness or basic training (Green Belt preferred but not essential).

Soft Skills & Cultural Fit:

* Strong communicator who can work across levels from frontline teams to leadership.

* Collaborative, empathetic, and culturally aware.

* Curious and open to learning about emerging technologies, especially AI.

* Hands-on, proactive, and adaptable fits into Stuba people-first culture.

KEY TASKS AND RESPONSIBILITIES

Strategic Responsibilities:

* Lead initiatives to automate and streamline CS workflows.

* Identify and implement innovation opportunities that improve efficiency and customer experience.

* Collaborate with tech and systems teams to pilot and scale automation solutions.

* Track ROI and customer impact of innovation projects and report outcomes to leadership.

* Stay informed on emerging technologies and recommend relevant tools or practices.

Operational Responsibilities:

* Manage the end-to-end Booking Errata process and team, ensuring timely and accurate resolution.

* Oversee system adjustment team ensuring accuracy and timely performance.

* Lead the Quality Assurance (QA) programme across all customer interaction channels.

* Develop, implement, and maintain QA standards, scorecards, and evaluation processes for all service channels.

* Consolidate and report on the Negative Margin Report in collaboration with After Travel CS and Finance.

* Act as the point of contact for CS recruitment, onboarding, and induction.

* QC for appraisals, performance issues, and development plans.

Insights & Reporting

* Design and manage customer feedback programs (e.g., surveys, sentiment analysis).

* Analyse feedback and performance data to identify trends and service gaps.

* Create and maintain dashboards and reports for leadership visibility.

* Track and report on KPIs including QA scores, SLA adherence, CSAT, and training effectiveness.

PLACE OF WORK AND WORKING HOURS

Hybrid, Pune

Day shift (Timings will change as per business requirement)

Because of the changing nature of our business your job description will inevitably change. You will, from time to time, be required to

undertake other activities of a similar nature that fall within your capabilities as directed by management.