Team Lead- Agent Quality Assurance

Description
Etraveli Group
is the globally leading company for tech solutions and fulfilment capabilities for online sales of flights. The company solves complexity, by connecting millions of flights and travellers across the globe, from search and selection to trip and beyond. Etraveli Group holds consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serves with flights. The Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Etraveli Group has more than 2500+ employees around the world and the major offices are in Sweden (HQ), Canada, Greece, India and Poland.

Job Purpose
As a Team Lead for the CS Firstline Quality Assurance team in Mumbai, you will manage and guide a dynamic team, focusing on improving the quality of customer service, and ensure the maintenance of a strong and positive environment within the team. This role involves overseeing team performance, ensuring the smooth execution of tasks and daily operations, working closely with the team and in coordination with CS Firstline Quality Assurance Managers.

Job Role
Team Leadership & People Management:

• Lead and motivate the team to achieve their KPIs and deliverables.
• Resolve queries and ensure efficient performance of reviews, coachings and projects.
• Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to team members to enhance development.
• Guide employees to achieve prospective growth and development within the team.
• Manage team workload, ensuring an optimal balance of tasks and clear priorities.
• Encourage a collaborative and positive team environment that promotes engagement and high performance.
• Ensure compliance of all team members to company's policies.
• Take initiative and be proactive, addressing queries raised by stakeholders.

Quality Assurance Tasks

• Respond to the raised disputes and re-disputes, share feedback with the stakeholders and the team members, take necessary further actions.
• Perform the audit the auditor (ATA) random or focused reviews on a regular basis and coach the team members.
• Find samples for calibration with Firstline and Schedule Change teams and lead the sessions within the team and also the sessions with the Operations and Training teams.
• Hire, interview, coach, train and onboard new team members.
• Resolve if possible or escalate Quality tool issues with the technical support team of the tool.
• Be a role model for the team by completing a sample size of interactions per month following the team's task.
• Assist the CS Quality Assurance Managers with any ad hoc tasks and be a step-in In case of absence.

Reporting & Data Management

• Support the CS Quality Assurance Managers with reporting, KPIs, and deliverables, ensuring accuracy and timely delivery.
• Maintain and improve reporting/data related to customer service quality and team performance.

Continuous Improvement

• Identify and share opportunity areas across departments supporting a culture of learning and process improvement.
• Propose and implement new strategies to foster customer service quality based on trend analysis and team feedback.

Requirements

• 4-5 years in the Online Travel Agency/Airline industry with expertise in GDS systems (Amadeus, Sabre, Galileo), NDC, LCC, and BSP.
• 3+ years in team leadership, coaching, and performance management.
• Strong analytical skills with proficiency in MS Office (Excel), Google Suite, and reporting tools (QlikSense, Looker)
• Experience in customer service, quality, and process optimization.
• Excellent written and verbal communication skills in English (additional languages are a plus).
• A university degree in Hospitality, Business, or a related field is preferred.

Key competencies

• Proven leadership experience in managing teams and developing talent.
• High attention to detail, with the ability to follow processes and lead by example.
• Ability to prioritize and manage competing tasks in a fast-paced environment.
• Hands-on approach and a strong problem-solving mindset.
• Strong in Excel and/or Google Sheets experience working with large data sets and an analytical approach.
• Very good knowledge of English and strong communication skills