Quality Head
- Tripjack
- 6 - 11 years
- Goregaon
- 2 days ago
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Job Description
Head Quality
Location : Goregaon.
About Volaron Tech (a subsidiary of Tripjack)
Volaron Tech is a fast-growing, PE-backed company building cutting-edge products in the insurance and value-added services space. We are proud to be a subsidiary of TripJack, Indias leading B2B online travel platform,making us part of the dynamic and high-growth travel industry. Our leadership team brings rich experience from top global organizations like Citi, PhonePe, HDFC Bank, Aviva, Bain etc.
Role Overview
The Quality Manager for Volaron will be responsible for ensuring the highest standards of communication quality, accuracy, and compliance across all customer and partner interactions. This role will evaluate calls,
emails, WhatsApp communications, and external collaterals shared with travel agents and customers, ensuring adherence to defined quality parameters, regulatory requirements, and brand standards.
The Quality Manager will play a critical role in identifying errors, inconsistencies, and process gaps, providing structured feedback and coaching to teams, and driving continuous quality improvement across claims and service operations.
Key Responsibilities
Quality Monitoring & Evaluation
- Monitor and evaluate calls, emails, and WhatsApp chats using defined QA frameworks,checklists, and scoring metrics.
- Review all forms of outbound communication and collaterals sent to travel agents or external stakeholders for accuracy, clarity, tone, and compliance.
- Ensure communication aligns with approved scripts, templates, SOPs, and brand guidelines.
- Maintain high attention to detail to identify even minor errors, deviations, or potential compliance risks.
Feedback, Coaching & Calibration
- Share timely, constructive, and actionable feedback with team members and managers.
- Conduct regular quality coaching sessions to address gaps and reinforce best practices.
- Partner with Team Leads and Managers to drive corrective actions and improvement plans.
- Participate in calibration sessions to ensure consistency and fairness in quality evaluations.
Compliance & Risk Management
- Ensure adherence to IRDAI regulations, insurer guidelines, and internal compliance policies specific to insurance and travel services.
- Flag non-compliance, miscommunication, or risk-prone messaging and escalate appropriately.
- Support audit requirements by maintaining quality records, evaluations, and corrective action documentation.
Analytics, Reporting & Insights
- Track quality scores, error trends, and compliance metrics at individual and team levels.
- Identify recurring issues, systemic gaps, and root causes impacting service quality or customer experience.
- Conduct root cause analysis (RCA) on quality failures and recommend preventive and corrective actions.
- Prepare and share periodic MIS, dashboards, and quality insights with management.
Continuous Improvement & Governance
- Drive continuous improvement initiatives based on quality findings, analytics, and customer feedback.
- Collaborate with operations, training, and product teams to update SOPs, scripts, and templates.
- Recommend process enhancements, automation opportunities, or quality checkpoints to reduce errors.
- Act as a quality gatekeeper for new processes, communications, and customer-facing initiatives.
Required Qualifications
Qualifications and Experience required:
- 6- 10+ years of experience in Quality Assurance / Quality Management within insurance, BFSI, or travel operations.
- Prior experience evaluating voice and non-voice interactions (calls, emails, chats, WhatsApp).
- Strong exposure to compliance, audits, and regulatory frameworks (IRDAI preferred).
- Graduate or postgraduate degree in any discipline; insurance or quality certifications are an added advantage.
Key competencies for the role:
- Exceptional eye for detail and strong quality orientation.
- A customer-focused mindset with a high degree of empathy and professionalism in all interactions.
- Demonstrated commitment to customer centricity, ensuring a smooth, transparent, and supportive claims experience for travel agents and their customers.
- Strong understanding of insurance processes, terminology, and regulatory requirements.
- Excellent written and verbal communication skills.
- Strong analytical and problem-solving abilities with RCA expertise.
Job Classification
Industry: Travel & TourismFunctional Area / Department: Engineering - Software & QARole Category: Quality Assurance and TestingRole: Quality Assurance and Testing - OtherEmployement Type: Full timeContact Details:
Company: TripjackLocation(s): Goregaon
Keyskills: RCA Quality Quality Management
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Tripjack
About Tripjack Tripjack is one of Indias fastest-growing B2B travel platforms, empowering travel agents with the best deals, cutting-edge technology, and seamless service. As we scale, we are committed to delivering consistent quality and service excellence to our partners.
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