Transactional Quality Lead - BPO Travel Vertical  - We are currently hiring for our Travel client based at our brand new site in Gurgaon. The incumbent as a Quality Assurance Lead, will help shape the future of Customer Experience Quality Program.  - Founded in August of 2008 and based in San Francisco, California. Our client is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week, or a villa for a month, it allows people to Belong Anywhere through unique travel experiences at any price point, in more than 34,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.  Responsibilities :  - Define a world-class QA framework and drive key quality metrics across our global support network.   - Setup Quality Function from Ground Zero. All activities, including planning of deliveries, function state in future, manpower requirements, hiring, and setting up SOPs etc   - Customer Advocacy to become the centre of all activities, with sharper focus on CSAT, Revenue Uplift, Statutory Compliance & Process Adherence becoming major section of the QA Playbook.   - Designing all processes from scratch like TxN Audit forms, sampling plan, manpower requirement, in addition to designing routines driven to enhance customer experience and to deliver Uplift in Revenue Generation by Advisors  - Customized design and delivery of training modules, monitoring training effectiveness and strategizing learning interventions across agent lifecycle from new hire orientation to continued education to improve agent and customer experience.  - Create and implement monitoring forms that are aligned to the client needs.   - Facilitate calibration sessions for the internal operations team and the clients.   - Lead and participate in projects that are focused on enhancing customer experience.   - Manage internal and external leadership, ensuring they can successfully provide their employees with the necessary coaching and feedback.   - Analyze data from cross-functional partners to identify issues and help develop impact full and measurable action plans.  - Continually working with Operations team on Improving Revenue Generation, and Reduction in Risks leading to reduced financial impact due to Agent Errors & failure to meet Statutory Compliances.  - Managed to Improve the Training Throughput  Requirements :  - Prior experience working on NPS,Nice and VARINT  - People management experience preferred  - Quality coaching experience required  - 12 years relevant experience in Transactional/Floor Quality preferably for a Travel vertical  - Extensive contact center experience with internal and outsourced partners  - Ability to manage small and medium-sized projects lasting 2-4 months  - Able to travel to other offices nationally and internationally on occasion  - Solid knowledge of Excel. Willing to learn SQL basics.

Delhi NCR

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Transactional Quality Lead - Travel Vertical - BPO 

Transactional Quality Lead - Travel Vertical - BPO  ,Job Description for Transactional Quality Lead - Travel Vertical - BPO  in Mancer Consulting in  Delhi NCR Others for (12-20) years of experience. Apply Now!

Job Description for Transactional Quality Lead - Travel Vertical - BPO  in Mancer Consulting in  Delhi NCR Others for (12-20) years of experience. Apply Now!