Description

Are you an experienced Quality Analyst leader in the BPO travel industry? Do you have the skills to lead a QA team and maintain world-class service standards? If YES, this opportunity might be for you.

• Monitor and evaluate calls, emails, and chats to ensure quality and compliance
• Identify performance gaps and improvement opportunities
• Provide coaching feedback to agents and support training initiatives
• Prepare quality reports and insights for management review
• Lead and supervise QA activities and projects
• Drive process improvements and operational excellence

Requirements

• Minimum 6 months experience as a QA Team Lead in a BPO
• Strong background in the Travel Industry
• Experience handling Expedia accounts is a BIG advantage
• Experience with IGT, WNS, or Foundever is highly preferred
• BPO experience is REQUIRED
• No QA Team Lead experience ...