Lead Assistant Manager – Quality

12 hours ago

Pasay, National Capital Region, Philippines EXL Service Philippines, Inc. Full time ₱1,500,000 - ₱2,500,000 per year

Responsibilities

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 (bookings, rebookings, cancellations, refunds) for inefficiencies.
  • Recommend and implement process enhancements using Lean or Six Sigma practices (Green Belt or Black Belt preferred).

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.

Qualifications

  • Graduate in any stream with strong travel industry knowledge.
  • Diploma in Travel & Tourism preferred; Diploma in Fares & Ticketing preferred.
  • Hands-on experience in managing travel products.
  • Minimum 3–5 years relevant experience in quality management or related functions.
  • Proficient in GDS systems: Apollo, Galileo, Sabre, and Amadeus.
  • Strong analytical, communication, and stakeholder management skills.

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