Manager / Senior Manager - Quality - Travel Experience
- IGT Solutions
- 8 - 13 years
- Noida, Gurugram
- 2 days ago
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Job Description
Job Title: Manager / Senior Manager Quality (Travel & Vacation Processes)
Location: Gurgaon
Industry: Travel, Transportation & Hospitality (Preferred)
Experience
- Experience in International Travel Processes, including Vacation Travel Operations
- Exposure to Vacation Rental Platforms / Rental Owner Management preferred
Role Overview
The Manager / Senior Manager Quality will lead quality assurance initiatives across international travel, vacation travel, and vacation rental owner processes, ensuring superior transaction quality, compliance, and continuous performance improvement. The role demands strong people leadership, analytical rigor, and clientfacing excellence to drive operational quality across highvolume, customercentric environments.
Key Responsibilities
1. Team Leadership & Management
- Lead and manage Quality Analysts, Evaluators, and Team Leaders supporting international travel, vacation travel, and vacation rental owner processes.
- Drive coaching, mentoring, and performance management with a strong focus on delivery excellence.
- Build a culture of quality ownership, governance discipline, and continuous improvement.
2. Quality Assurance & Monitoring
- Oversee transaction monitoring for air, hotel, vacation travel packages, and vacation rental owner interactions.
- Ensure compliance with clientdefined quality metrics, process SOPs, and regulatory requirements.
- Manage calibration sessions, dip checks, audits, and documentation across distributed teams.
3. Client & Stakeholder Management
- Act as a quality partner for international clients, vacation travel brands, and vacation rental owner platforms.
- Present quality insights, trends, and improvement plans during governance and review calls.
- Align quality frameworks with SLAs, CX goals, owner satisfaction metrics, and business KPIs.
4. Process Improvement & Performance Optimization
- Identify quality gaps and root causes in vacation bookings, rental owner support, guest/owner escalations, and postbooking workflows.
- Implement corrective and preventive actions to enhance customer and owner experience.
- Lead benchmarking and bestpractice initiatives to improve efficiency and service consistency.
5. Data Analysis & Reporting
- Analyze agent performance and transaction outcomes across travel and vacation rental owner processes.
- Prepare weekly, monthly, and quarterly dashboards highlighting trends, risks, and improvement impact.
- Manage bottomquartile performance through structured improvement and retraining programs.
6. Quality Frameworks & Methodologies
- Apply structured quality tools including Six Sigma, Pareto Analysis, SIPOC, FMEA, and Root Cause Analysis.
- Lead quality transformation initiatives focused on guest experience, rental owner satisfaction, and operational stability.
Required Skills & Competencies
- Strong expertise in quality frameworks and QA governance models
- Experience managing international BPO/BPM quality programs in travel and vacation domains
- Proven leadership and stakeholder management capabilities
- Advanced analytical skills with strong command over MS Excel, PowerPoint, and reporting dashboards
- Excellent communication skills with clientfacing confidence
- Ability to manage multiple priorities under strict timelines
Preferred Qualifications
- Experience in Vacation Travel Processes and Vacation Rental Owner Support Operations
- Six Sigma / Lean certification is a strong advantage
Interested Candidates share the resume- 7042379***- Swapnil
Work Environment & Benefits
IGT Solutions is committed to providing equal employment opportunities to all individuals based on job-related qualifications and ability to perform the job. We maintain a workplace free from discrimination, harassment, or bias based on gender, age, race, religion, or any other protected characteristic.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Quality Manager / SupervisorEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Noida, Gurugram
Keyskills: Transactional Quality NPS Call Quality quality manager CSAT Travel Domain Call Monitoring Call Audit
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IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain.Established in 1998, with 100% focused on the Travel indus...
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