Quality Head

1 day ago

Mumbai, Maharashtra, India Tripjack Full time ₹ 15,00,000 - ₹ 20,00,000 per year

Job Title: Head of Quality

Location: Lower Parel

Role Overview

The Head of Quality will be responsible for defining, driving, and ensuring quality standards across all business processes, technology platforms, and service delivery in the travel domain. The role requires strong analytical ability, process orientation, leadership skills, and expertise in quality frameworks to ensure an exceptional partner experience.

Key Responsibilities

  • Quality Strategy & Governance

  • Define and implement quality standards, policies, and procedures across all departments.

  • Establish KPIs and metrics to measure service quality, compliance, and customer satisfaction.

  • Drive a culture of continuous improvement across the organization.

  • Process & Service Excellence

  • Audit, monitor, and improve processes for bookings, cancellations, refunds, supplier management, and customer support.

  • Streamline workflows to enhance efficiency and minimize errors.

  • Partner with cross-functional teams (Sales, Operations, Tech, Finance) to align processes with quality standards.

  • Technology & Automation

  • Collaborate with the Product/Tech team to identify system gaps and introduce automation for error reduction.

  • Ensure platform reliability, accuracy of data, and seamless partner experience.

  • Compliance & Risk Management

  • Ensure adherence to regulatory guidelines, data security, and compliance frameworks.

  • Identify operational risks and build preventive measures.

  • People & Training

  • Build and lead a Quality Assurance team.

  • Drive training programs to improve service standards and process compliance.
  • Mentor employees on quality frameworks (Six Sigma, Lean, ISO standards, etc.).

Key Skills & Competencies

  • Strong understanding of B2B Travel Industry operations and workflows.
  • Expertise in Quality Management Systems (QMS), Lean Six Sigma, ISO, or similar methodologies.
  • Analytical mindset with ability to derive insights from data.
  • Strong leadership and stakeholder management skills.
  • Process-driven, detail-oriented, with a continuous improvement mindset.

Qualifications & Experience

  • Graduate/Postgraduate in Business, Operations, or Quality Management.
  • 5 years of experience in Quality & Process Excellence, preferably in travel/aviation/hospitality
  • Proven track record of setting up and scaling quality frameworks in fast-paced organizations.
  • Certification in Six Sigma / Lean / ISO preferred.

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