Lead Assistant Manager-Business Process
1 week ago
- Job Description: Quality Management:
- Develop and implement quality assurance frameworks and metrics
- Monitor call, email, and chat interactions for compliance, accuracy, and customer satisfaction.
- Conduct root cause analysis and implement corrective actions to improve service quality.
- Process Improvement:
- Analyze travel service workflows (e.g., bookings, rebooking, cancellations, refunds) for inefficiencies.
- Recommend and implement process enhancements using lean or Six Sigma practices (should be Green belt or black belt)
- Compliance & Standards:
- Ensure adherence to industry regulations (e.g., IATA, GDPR for data handling).
- Maintain up-to-date knowledge of travel industry practices and client-specific guidelines.
- Team Collaboration & Training:
- Coordinate with training teams to develop modules based on quality findings.
- Mentor quality analysts and collaborate with team leaders to improve agent performance.
- Client & Stakeholder Engagement:
- Provide regular quality reports and insights to internal and external stakeholders.
- Participate in client meetings to present performance metrics and improvement plans.
- Technology Utilization:
- Work with QA tools (e.g., speech/text analytics,DQA) to monitor and analyze performance.
- Recommend tech solutions for better quality monitoring and automation.
- Hands-on experience to manage Travel Products
- Graduate in any stream and should have travel knowledge
- Diploma in Travel & Tourism preferred and Diploma in Fares & Ticketing preferred
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