Quality Supervisor (Travel Domain)

Hexaware Technologies Phil. Branch; Taguig; Hybrid; PHP 600,000 - 1,000,000; Full time

Job summary

Hexaware Technologies Philippines Branch is seeking a QA leader with 3+ years in BPO/travel-support operations. You will drive QA monitoring, calibration, and CAPA across assigned programs, partnering with Operations and Training to close gaps.

The role requires strong analytical skills, advanced Excel/PowerPoint, and stakeholder communication to deliver client-ready insights and ongoing process improvements.

Qualifications

• At least 3 years of BPO/customer-service experience in Travel, Reservations, Hospitality, Tours, Leisure or related travel-support operations.
• At least 1–2 years in Quality Assurance leadership, team-lead or supervisory capacity.
• Practical knowledge of travel booking lifecycle, service recovery, itinerary changes and refund/cancellation policies.
• Strong experience in QA scorecards, calibration, audit sampling, root cause analysis, action planning and reporting.
• Advanced working proficiency in Excel and PowerPoint; ability to interpret trend and VoC data.
• Clear written and verbal communication with operations stakeholders and clients.

Responsibilities

• Own QA monitoring and audit execution across assigned programs; maintain accurate evaluations and scorecards.
• Lead calibration sessions with Operations, Training, clients and QA teams; resolve scoring variances and document outcomes.
• Analyze QA scores, defects, DSAT, complaints and root causes; conduct evidence-based analysis.
• Build and track CAPA plans with owners, due dates and validation checks.
• Coach, develop and manage QA analysts; review audit quality and sampling adherence.
• Partner with Operations and Training on interventions and process improvements.
• Publish dashboards and client-ready narratives; highlight risks promptly.
• Maintain QA policies, audit docs and improvement logs for governance.

Skills

Travel industry knowledge

BPO experience

QA leadership

Data analysis

Excel

PowerPoint

Policy interpretation

Stakeholder management

Communication

Education

Bachelor’s degree or equivalent

Tools

GDS systems

Job description

Key Accountabilities

• Own QA monitoring and audit execution across assigned programs; maintain accurate, timely evaluations and consistent scorecard application.

• Lead calibration sessions with Operations, Training, clients and QA teams; resolve scoring variances, clarify standards and document outcomes.

• Analyze QA scores, critical errors, defect trends, customer dissatisfaction (DSAT), complaints and repeat-contact drivers; conduct evidence-based root cause analysis.

• Build and track corrective and preventive action plans (CAPA), with clear owners, due dates, validation checks and sustained-impact reporting.

• Coach, develop and manage QA analysts; review audit quality, productivity, adherence to sampling plans and evaluation consistency.

• Partner with Operations supervisors and Training on targeted interventions, knowledge gaps, process deviations and behavior-driven opportunities.

• Publish weekly/monthly dashboards, executive summaries and client-ready performance narratives; elevate material quality and compliance risks promptly.

• Maintain current QA policies, audit documentation, process changes and improvement logs, supporting sound governance and audit readiness.

• Travel & Leisure Domain Expectations

  • Apply working knowledge of reservations, itinerary changes, cancellations, refunds, rebooking, ticketing/fulfilment, supplier rules and travel disruptions where applicable to the client process.

  • Evaluate accuracy of policy interpretation, expectation setting, customer empathy, problem resolution, documentation and ownership across the customer journey

  • Adapt QA controls to both travel-related workflows and theme-park/guest-service workflows, including passes, tickets, reservations and guest entitlements where in scope.

Qualifications

• At least 3 years of BPO/customer-service experience in Travel, Reservations, Hospitality, Tours, Leisure or related travel-support operations.

• At least 1–2 years in Quality Assurance leadership, team-lead or supervisory capacity, with demonstrable coaching and cross-functional influence.

• Practical knowledge of travel booking lifecycle, service recovery, itinerary changes and refund/cancellation policies; ability to assess policy-sensitive contacts.

• Strong experience in QA scorecards, calibration, audit sampling, root cause analysis, action planning and performance reporting.

• Advanced working proficiency in Excel and PowerPoint; confident interpreting trend, defect, Pareto and voice-of-customer data.

• Clear written and verbal communication with experience presenting findings and action plans to operations stakeholders and/or clients.

• Preferred Qualifications (Not Required)

  • Experience with GDS/booking systems (e.g., Amadeus, Sabre or Travelport/Galileo), CRM/contact-center platforms or travel reservation systems, where relevant.

  • Familiarity with Lean/Six Sigma, COPC, ISO-aligned quality practices or structured continuous improvement methodologies.

• Leadership and Technical Competencies

  • Quality governance: sound judgment, evidence-based calibration, policy adherence and critical-error risk management.

  • Analytical problem solving: ability to distinguish knowledge, skill, behavior, process, policy and system root causes.

  • People leadership: effective coaching, feedback, workload management and development of QA analysts.

  • Stakeholder management: credible partnership with Operations, Training, Workforce, Recruiting and client counterparts.

  • Customer orientation: nuanced understanding of travel/guest expectations, ownership and fair service recovery.