Job Title: Quality Manager
Employment Type: Full-Time
Department: Customer Success
Experience required: 7+ years
Working mode: In-office (on-site)
Location: Sector 53, Gurgaon
Industry: BPO (International)
Salary: Best in industry
About the Role
We are seeking a agile and experienced quality expert with 7 to 10 years of experience in customer support, ideally in the travel industry, to own the end-to-end quality process for our customer support teams. You will structure and build the quality programme, from scorecards and sampling to calibration, reporting and continuous improvement. And will lead weekly feedback workshops and individual coaching sessions to improve CSAT, and will also be responsible for running regular client-side quality sessions.
The Quality Process you will own (End to End)
• Define standards: build scorecards by channel (chat, email, phone, social) covering accuracy, policy compliance, empathy and tone, ownership, resolution completeness and partner handling. Mark which items are critical fails and which are weighted.
• Sample and evaluate:
set the sampling plan by channel, tenure and queue. Add targeted samples for low CSAT, escalations and repeat contacts. Use manual QA plus auto-QA or analytics where available.
• Calibrate: run calibration sessions with team leads and operations so every evaluator scores the same contact the same way.
• Analyse root causes: link QA scores to CSAT, first response time, resolution time and repeat rate to find which behaviours, policies or tools drive poor outcomes.
• Coach and train: turn findings into weekly feedback workshops, one-toone coaching and revised training modules.
• Close the loop: re-measure the same agents and topics, and send product, policy and tooling issues to the owning teams.
• Report: publish a weekly quality pulse and a monthly business review with trends, drivers, actions and results.
Key Responsibilities
1. Structure and build the quality programme
• Design the end-to-end quality