Quality Manager

AIonOS; Mohali; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

AIonOS is seeking an experienced Manager Quality CX with Airline Exp to design and lead the quality framework across CX operations. You will govern audits, deliver analytical insights, and partner with stakeholders to ensure top-tier customer satisfaction and policy compliance.

Ideal candidates bring 6–10 years in QA within a large CX/BPO setting, with deep airline operations knowledge and extensive multi-channel QA leadership across sites. Willingness to travel domestically is a plus.

Qualifications

• 6-10 years of QA experience in contact centre/CX environments with managerial exposure.
• Deep airline/Travel industry domain knowledge including ARC, BSP, IATA, DOT, ICAO compliance.
• Experience leading training for core airline workflows: bookings, schedule changes, cancellations.
• Ability to manage high-volume portfolios (500+ FTEs).
• Strong analytics, reporting, and stakeholder collaboration skills.

Responsibilities

• Develop and govern the QA strategy across CX operations spanning voice, chat, email.
• Lead QA teams across sites; set goals and drive capability development.
• Own root-cause analysis and corrective actions for quality defects.
• Publish weekly/monthly dashboards and insights; present in reviews.
• Collaborate with Operations, Training, and MIS to align quality initiatives.

Skills

Quality Assurance

Airline ops

Multi-channel QA

Stakeholder mgmt

Leadership

Training

MS Excel

QA tools

CRM platforms

Data-driven decisions

Tools

MS Excel

QA tools

CRM platforms

Job description

We are seeking an experienced and dynamic Manager Quality CX (Airline Exp) to design, manage, and continuously improve the quality framework across our CX operations. This is a high-impact role responsible for audit governance, analytical insights, and stakeholder partnership to ensure high customer satisfaction, strong process compliance, and consistent service delivery across all channels and business accounts.

The ideal candidate is a proven quality leader with a strong track record managing multi-channel quality functions (voice, chat, email) in a large-scale CX/BPO environment, and is comfortable operating in a fast-paced, multi-site environment.

Key Responsibilities

Quality Strategy & Governance

• Develop and execute the overall Quality Assurance strategy for CX operations across all channels.
• Define quality audit guidelines, scorecards, and measurement frameworks aligned to business and client requirements.
• Ensure alignment of quality standards with business goals, client expectations, and contractual KPIs.
• Oversee compliance with SOPs, regulatory guidelines, and internal policies.

Leadership & Team Management

• Lead and manage Quality Assistant Managers, Quality Team Leads, and quality support teams across sites.
• Set team goals, monitor performance, and drive continuous capability development.
• Conduct regular calibration sessions to maintain audit accuracy and consistency across the team.
• Foster a high-performance culture within the Quality function.

Monitoring, Evaluation & Improvement

• Oversee audits across voice, chat, email, social media, and other customer channels.
• Identify process gaps, behavioral gaps, compliance concerns, and customer experience issues.
• Own Root Cause Analysis (RCA) for quality defects and drive corrective/preventive action plans.
• Implement initiatives to reduce repeat errors, improve First Call Resolution (FCR), and increase CSAT/NPS.

Reporting, Analytics & Insights

• Publish comprehensive weekly/monthly quality dashboards, performance insights, and trend analyses.
• Present quality metrics during business reviews, governance calls, and client meetings.
• Track DSAT drivers and collaborate with Operations to build improvement roadmaps.
• Provide data-driven recommendations to enhance service standards.

Stakeholder & Client Management

• Collaborate closely with Operations, Training, WFM, MIS, and Business Excellence teams to align quality initiatives with business outcomes.
• Lead internal and external calibration discussions to maintain audit consistency.
• Partner with clients and internal leadership to implement quality improvement initiatives.
• Drive improvement programs aligned to customer expectations and contractual KPIs.

Process Compliance & Risk Control

• Ensure adherence to organizational SOPs, regulatory requirements, and customer experience standards.
• Identify high-risk errors and ensure robust documentation, reporting, and escalation.
• Validate process updates, communication templates, and new SOP rollouts for quality impact.

Ideal Candidate Profile

Must-Have:

• 6-10 years of progressive experience in Quality Assurance within a contact centre/CX environment, including at least 2-3 years in a managerial role.
• Deep expertise in airline operations and travel industry processes, including ARC, BSP, IATA, DOT, TICO, ICAO compliance
• Hands-on experience leading training for core airline workflows: bookings, schedule changes, cancellations, exchanges, codeshares, ancillaries
• Demonstrated ability to manage high-volume portfolios (500+ FTEs)
• Deep understanding of contact centre operations, quality frameworks, and customer experience metrics.
• Experience handling multi-channel quality (voice, chat, email).
• Proficiency with QA tools, CRM platforms, MS Excel, and reporting systems.
• Excellent communication, presentation, and influencing capabilities.
• Strong stakeholder management, communication, and analytical skills with a data-driven approach to decision-making
• Flexibility to travel domestically as required (multi-site infra)

Preferred:

• Six Sigma Yellow/Green Belt certification.
• Experience managing client interactions and quality governance across multiple business lines.

Key Performance Indicators (KPIs):

• Overall quality accuracy and audit integrity.
• Calibration consistency across QA teams.
• CSAT/NPS/FCR improvement.
• Error reduction and process compliance.
• Effective delivery of quality improvement projects.
• SLA adherence for reporting and insights.

Position details:

• Location: Mohali | Full-time, On-site
• Working Days: 5 Days a Week| 10 hours shift (rotational shifts as per business requirement)
• Reporting To: AVP Quality (CX)