Lead Associate - Transactional Quality
Lead Associate - Transactional Quality
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Conduct regular audits coaching and reviews of processes and services to ensure compliance with industry standards and company policies.
- Identify and document any deviations from quality standards and recommend corrective actions.
- Monitor and analyze QA metrics to identify trends and areas for improvement.
- Develop and implement QA strategies policies and procedures.
- Proficient in multiple GDS platforms including Worldspan Sabre Galileo Amadeus and Apollo. Preferred Amadeus
Process Improvement:
- Assist in the development and implementation of QA strategies policies and procedures.
- Collaborate with other departments to streamline processes and enhance overall service quality.
- Participate in continuous improvement initiatives to drive quality enhancements.
Team Management:
- Train mentor and develop agents/QA team members to enhance their skills and performance.
- Conduct performance evaluations and provide constructive feedback.
- Foster a positive and collaborative team environment.
Client Interaction:
- Liaise with clients to understand their quality requirements and expectations.
- Ensure that client feedback is incorporated into the QA process.
- Address and resolve any qualityrelated issues or concerns raised by clients.
Reporting and Documentation:
- Prepare and present QA reports to senior management.
- Maintain accurate and uptodate documentation of QA processes and findings.
- Ensure all QA records are compliant with regulatory requirements.
Qualifications :
Education: Bachelors degree in any field.
Experience: Minimum of 2 years of experience in a QA role preferably in a BPO or corporate travel management environment.
Skills:
- Strong analytical and problemsolving skills.
- Excellent communication and interpersonal skills.
- Proficiency in QA tools and software.
- Ability to work under pressure and meet tight deadlines.
- Strong attention to detail and commitment to quality.
Working Conditions:
- Ability to work flexible hours including evenings and weekends as needed.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
