Quality Manager

Qualifications: Proven experience supporting international travel accounts. Minimum of 4 years' experience as a QA Team Lead. Key Responsibilities: Conducts quality monitoring and evaluation of inbound and outbound customer interactions across multiple channels (calls, email, chat) to ensure compliance with established quality standards. Prepares and maintains detailed quality reports, highlighting performance trends and improvement areas for management review. Supports coaching, feedback, and formal training initiatives to enhance agent performance and service quality. Acts as a subject matter expert within a specialized function, with strong working knowledge of related disciplines. Leads the development and implementation of solutions for complex programs, projects, and process improvements. Serves as a key authority in quality-related decisions and provides coaching, mentoring, and training to team members.