Job Title: Quality Manager

Employment Type: Full time

Department: Customer Success

Experience required: 7+ years

Working mode: In-office (in office)

Location: Sector 53, Gurgaon

Industry: BPO (International)

Salary: Best in industry

About the Role

We are seeking a dynamic 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

- Structure and build the quality programme

- Design the end-to-end quality framework for all support channels (chat, email, phone, social)
- Build scorecards with weighted criteria and critical-fail items
- Set the sampling plan, including targeted samples for low CSAT, escalations and repeat contacts
- Set the calibration cadence so all evaluators score consistently
- Define the escalation path for quality issues and critical fails
- Select and configure QA tools and dashboards

2. Run weekly feedback workshops and coaching
- Lead a weekly team workshop built on real contacts: one strong example, one miss, and one policy or tool change
- Hold individual feedback sessions focused on one or two behaviours at a time
- Agree a written action plan and a re-check date with each agent
- Coach team leads to give feedback and run their own calibrations

3. Improve customer outcomes
- Raise CSAT by fixing the behaviours and process gaps behind low-rated contacts
- Reduce first response time by fixing wrong-queue routing and missing macros
- Reduce resolution time by removing avoidable handoffs and speeding up partner follow-up
- Reduce repeat contacts by finding contacts closed without a full answer
- Trace repeat contacts back to their policy, product or communication causes

4. Revise training around performance gaps
- Work with training and operations to rewrite onboarding, refresher and product-knowledge modules around the gaps QA data shows
- Build short,



scenario-based learning for cancellations, refunds, no-shows, partner disputes and payment issues
- Measure whether training changed scores and outcomes
- Rework any training that did not improve results

5. Report and influence
- Publish a weekly quality pulse and a monthly review for support leadership
- Raise recurring product, policy and supplier issues with the owning teams, backed by contact data
- Support audits, complaint handling and compliance reviews (consumer protection and data privacy

QUALIFICATIONS

Education

- Graduate degree in any discipline (business, hospitality, tourism or communications preferred).
- Customer service quality: COPC CX Standard training, ICMI or Customer Service Institute QA courses, HDI Customer Service Representative or Support Center Analyst.
- Process improvement: Lean Six Sigma Green Belt or higher.
- Coaching and facilitation: certified coach or train-the-trainer programme.
- Analytics: SQL, Excel, Power BI or Tableau.

Experience

- 7 to 10 years in customer support, with at least 4 years in quality assurance, quality management or support enablement.
- Proven record of building or rebuilding a QA programme and improving CSAT, response time, resolution time and repeat rate.
- Travel industry background (OTA, airline, hotel, tour or activities marketplace) required.

REQUIRED SKILLS

- Scorecard design, sampling methods and calibration.
- Root-cause analysis and turning data into a clear story for leaders.
- Running workshops and giving direct, respectful feedback.
- Working knowledge of helpdesk and QA tools (Zendesk, backend software,(back office sales force) Service Cloud, Freshdesk, MaestroQA, Klaus) and BI dashboards.
- Strong written English; additional languages are a plus.
- Stakeholder management across operations, training, product and partner teams.

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