Associate Director - Transactional Quality - Travel Industry

We have opening for Manager/Associate Director - Transactional Quality for one of our fastest growing client in travel industry, in Gurgaon.

It is one of the fastest growing travel technology companies in the world.

Mission is to - Make travel effortless, affordable, and enjoyable by providing customers with their perfect trip, through the relentless pursuit of innovation in technology and unsurpassed customer service.-

Company offers a plethora of travel products such as Booking Engines for flight, cars, hotels, vacations, events and activities and mobile apps. We use the latest, cutting edge technologies to produce one of the fastest loading and high converting travel websites.

There isn- t a better time to join their growing global team!

Job Description:

- Monitor transaction Quality for Exchange of Money, Payment, Fare Audit & Refunds process, Web Portal & Business Process.

- Six Sigma

- Should have good client relationship (both internal and external)

- Identify Trend & business insights, Solution identification for Process, People & System Improvements.

- To manage the process and implement various improvements, project management.

- Analysis are made accordingly to keep management informed of the state of the team.

- Manage quality initiatives, such as Risk & Compliance Mitigation, Drive performance excellence through defined methodologies.

- Analytical skills, attention to details, client focus, initiative and drive for process improvement and change management. Ability to break bigger business problems into smaller ones, identify solution and drive it.

- Ensures that Quality are met

- Monitor Assistant/Deputy Managers - Quality

- Coordinates with all departments in implementing Quality Programs

- Plans for manpower requirements and implemented right sizing of the department when needed

- Performance review & reports published to team, stake-holders and leadership team

- Develop the quality team in accordance to the quality road map

- Monitor the quality of entire process and perform other duties that may be assigned from time to time

- Lead the Quality Assurance (QA) function for multilingual Technical Support, across all sites, managing distributed team of QA Specialists

- Work with Intelligence and Analytics teams to identify customer experience improvement opportunities and to drive process and performance improvements across regions and languages.

- Monitor and report on Quality metrics, deep dive in customer related data and identify trends/root causes in order to draw conclusions and design action plans, and long term Quality strategy.

- Own the development of robust processes to drive continuous improvement

- Liaise with the Project, Program, Training Teams to ensure new policies/processes/products are successfully scoped, rolled out and measured against key metrics

- Provide Quality Operations with a holistic view of customer performance and identify the levers which will drive improvements

- Contribute to the development of reporting systems for all levels of the customer journey

I am sure you will find this interesting and challenging.