Manager - Quality

We're Hiring: Manager - Quality

Step into a leadership role where you'll drive performance, optimize operations, and inspire a high-performing team to success.

JOB DESCRIPTION:

• Establish and evolve formal QA processes, ensuring that the team is using industry-accepted best practices.
• Oversee all aspects of quality assurance including establishing metrics, applying industry best practices, and developing new tools and processes to ensure quality goals are met.
• Participation in internal and external (client) calibration.
• Handling a team of Quality Assurance Senior Executives / Executives - Creating and maintaining weekly and monthly targets
• Maintaining and Improving CSAT for the process
• Creating and identifying TNI’s for the process
• Creating action plan for the repeat defaulters and bottom quartile
• Creating and presenting performance dashboards – weekly and monthly
• Conducting development trainings for the QA’s and process associates
• Work on RCA for all the low scores received on the CSAT surveys
• To work towards ensuring the resources are utilized to the maximum
• Lead calibration sessions and share report with the internal stakeholders
• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to minimize error opportunities.
• Responsible for conducting process level analysis - root cause analysis, trend analysis, training need analysis for the process, etc. and designed plan of action to minimize the errors/ defects.
• Designing new templates, dashboard, and matrix to measure team performance.
• Training on QMS, data analysis, and Basic quality tools to enhance process improvement ability
• Adhering and meeting the SLA's and the contractual obligation for the processes operating from all the location.
• Management of Process Audits and Business Performance reviews

QUALIFICATIONS:

• College Level: undergraduates are welcome to apply
• Must have at least 2-year experience as QA Manager
• Background in Travel & Hospitality, preferred, but must have at least insights in Travel transactions such as utilization of Travel apps & Travel promotions, etc.
• Knowledge on QA Tools is a must
• Presentation Skills
• Client Management Skills
• Analytical Skills; must have extensive RCA background
• Amenable to work on-site in Pavia, Iloilo
• Amenable with shifting schedules

If you're ready to lead with impact and thrive in a fast-paced environment, apply today and be part of our dynamic - growing team!