We are hiring Quality Manager (CX) | GDS Experience for a BPO of Leading Airline Company in Gurugram

Job Title: Manager Quality (CX) | GDS Experience

Location: Gurugram

Experience Required: 5-10 Years

Relevant Managerial Experience: 2-3 Years

Budget: Upto 15 LPA

Employment Type: Full-Time

Work Mode: On-Site

Working Days: 5 Days a Week ( Rotational Shifts)

Shift: Rotational shifts as per business requirement

Industry: KPO / BPO / BPM / Customer Experience

About the Role

We are looking for an experienced Manager Quality (CX) with robust GDS experience to design, manage, and continuously improve the quality framework across CX operations. The role will be responsible for audit governance, analytical insights, quality improvement, stakeholder management, process compliance, and customer satisfaction across multiple channels and business accounts.

Key Responsibilities

- Develop and execute the overall Quality Assurance strategy across CX operations.
- Define quality audit guidelines, scorecards, and measurement frameworks aligned with business and client requirements.
- Ensure compliance with SOPs, regulatory guidelines, internal policies, and contractual KPIs.
- Lead and manage Quality Assistant Managers, Quality Team Leads, and quality support teams across sites.
- Conduct regular calibration sessions to maintain audit accuracy and consistency.
- Oversee quality audits across Voice, Chat, Email, Social Media, and other customer channels.
- Identify process gaps, behavioural gaps, compliance issues,



and customer experience concerns.
- Own Root Cause Analysis (RCA) and drive corrective/preventive action plans.
- Drive initiatives to improve FCR, CSAT/NPS and reduce repeat errors.
- Prepare and present weekly/monthly quality dashboards, performance insights, and trend analysis.
- Track DSAT drivers and collaborate with Operations to develop improvement roadmaps.
- Work closely with Operations, Training, WFM, MIS, and Business Excellence teams.
- Manage internal/external calibration discussions and client governance.
- Identify high-risk errors and ensure proper documentation, reporting, and escalation.

Candidate Profile

- 6-10 years of progressive experience in Quality Assurance within a Contact Centre/CX environment.
- Minimum 2-3 years of managerial experience.
- Hands-on experience with Amadeus is mandatory; Galileo experience will be an added advantage.
- Experience in ticketing, refunds, exchanges, or booking support processes.
- Experience managing high-volume portfolios of 500+ FTEs.
- Strong understanding of Contact Centre Operations, Quality Frameworks, and CX Metrics.
- Experience managing Voice, Chat, and Email quality.
- Proficiency in QA tools, CRM platforms, MS Excel, and reporting systems.
- Strong stakeholder management, communication, presentation, influencing, and analytical skills.
- Willingness to travel domestically as required for multi-site operations.

For Further Assistance Call/ WhatsApp Priya: (phone hidden) or Write us on [email protected]

📌 Quality Manager CX For a BPO of Leading Airline Company in Gurugram
🏢 GIST Management Solutions
📍 Gurugram