Senior Manager Quality

General Company Travix Leisure and Travel Pvt. Ltd Job title Quality Manager Business Unit Customer Care Department Customer Operations Location Bangalore Hay Level 12 Bonus Eligibility No Position in the organization Reporting to Business Support Director Leadership None Functional alignment with All Customer Care Inbound, Outbound, and Business support teams' locations worldwide Internal liaison with All Travix departments with primary emphasis on Customer Care management, e.g., Team Managers, L&D Content Manager, and other specialists enabling or supporting knowledge building, process improvements, workflows, and quality monitoring across Customer Care. External liaison with None Goals and function description Goals Drive service excellence by taking complete ownership of quality metrics, auditing customer interactions, and ensuring strict compliance. Utilize deep domain know-how and advanced problem-solving to enable performance improvements that consistently boost CSAT, Quality scores, and business KPIs. Function description As a Quality Manager, you are the accountable authority for the quality of customer interactions across multiple channels. You will conduct audits, provide real-time, actionable feedback, and serve as a Subject Matter Expert (SME). Going beyond basic monitoring, you will leverage strong problem-solving skills to identify root causes of performance gaps, share strategic insights with L&D, and partner with operations to cultivate a culture of continuous improvement and high accountability. Functional requirements Most applicable education Bachelor's or Master's degree Most applicable course Travel/Related Education Minimum working experience - 2 years of experience in a Customer Service environment - Experience in a multinational company and working with different cultures and/or countries Competencies (skills, knowledge, behavior & attitude) Skills - Analytical & Problem Solving: Ability to untangle complex issues, perform root cause analysis, and design effective solutions. - Communication: Strong communicator (both written and verbal in English) capable of delivering direct, constructive feedback. - Technical: Working knowledge of QA tools, data analysis, and reporting. - Observation: Highly detail-oriented with the ability to connect micro-errors to macro-trends. Behaviour & attitude - Accountability for personal and team outcomes. - Deep desire to master the "know-how" of the business and become a reliable resource for others. - Act as the Subject Matter Expert (SME) for quality standards, maintaining a deep, up-to-date understanding of product updates, travel regulations, and internal processes. - Passion for Quality Management and Customer Service affinity. - Energetic, positive mindset, and result-driven. - Adapts quickly to rapidly evolving business priorities. Most important tasks and responsibilities Quality Audits & Floor Presence: - Audit customer contacts (calls, chats, emails, etc.) to assess accuracy, empathy, professionalism, and compliance with policies. - Conduct regular audits, DSAT, and other specialized audits per business requirements. - Perform hygiene audits as needed to ensure consistent adherence to baseline processes. - Conduct regular dip checks on the floor to gauge real-time adherence, spot-check quality standards, and maintain high visibility. Feedback & Collaboration: - Provide in-the-moment feedback to advisors when needed to promptly correct deviations or recognize exceptional performance. - Partner with Team Managers and operations to deliver accurate, constructive coaching tips. - Take ownership of the quality performance of assigned teams and drive tangible improvements in KPIs. - Consolidate performance trends and share proactive insights with the L&D and other teams to shape targeted training, new hire onboarding improvements, and improve or create new Solution Articles/ Process Flows. Insights & Reporting: - Update the daily tracker to ensure all audits, metrics, and coaching sessions are recorded accurately and in real time, maintaining high visibility into daily progress. - Compile, analyze, and share comprehensive weekly reports with key stakeholders, highlighting critical performance trends, persistent gaps, and progress on KPIs.