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Quality Supervisor

2 weeks ago

Pasig, National Capital Region, Philippines WNS Full time ₱1,200,000 - ₱3,600,000 per year

Qualifications and Job Description:

  • Experience in Corporate Travel Account is required.
  • Must have expertise in using CRYPTIC/NATIVE GDS
  • Must be amenable to work 100% onsite at our Bridgetowne Site
  • Lead and manage the Quality Assurance function for a team handling international ticketing, group bookings, and email support.
  • Act as a Subject Matter Expert (SME) in ticketing processes to support quality audits and interventions.
  • Monitor and evaluate the performance of L2 – Complex itinerary trained resources to ensure adherence to process standards.
  • Drive continuous improvement initiatives to enhance service delivery and customer satisfaction.
  • Collaborate with operations leadership to ensure KPIs and SLAs are met from a quality perspective.
  • Conduct regular quality reviews, calibration sessions, and feedback discussions with team members.
  • Prepare and present quality dashboards and reports to stakeholders.
  • Minimum 1–2 years of experience in Corporate Travel Quality Assurance, with exposure to at least one GDS (e.g.,Amadeus/Sabre).
  • Proven experience in supervising or managing a quality team.
  • Strong command of spoken and written English; confident in leading quality review calls and calibration sessions.
  • Proficient in Excel and presentation tools for reporting and analysis.
  • Excellent analytical skills with a focus on root cause analysis and corrective action planning.
  • Strong conflict management and coaching abilities.