job description
Join WNS as a Quality Manager for Travel and lead our commitment to excellence in corporate travel services. In this pivotal role, you will oversee quality assurance programs within our dynamic contact center, ensuring seamless customer experiences and operational efficiency. Based in the vibrant regions of Bali, you will collaborate with cross-functional teams to drive continuous improvement, implement best practices, and uphold the highest standards of service delivery.
This is a unique opportunity to shape the future of travel customer service while enjoying the work-life balance of Bali’s inspiring environment. If you are a strategic thinker with a passion for quality and travel, we invite you to apply and become part of our global team.
Responsibility
- Develop and implement quality assurance policies and procedures for corporate travel services.
- Monitor and evaluate customer interactions to ensure adherence to service standards and compliance requirements.
- Lead a team of quality analysts, providing coaching, feedback, and performance management.
- Analyze quality metrics and customer feedback to identify trends and areas for improvement.
- Collaborate with operations and training teams to enhance agent performance and service delivery.
- Design and deliver quality training programs to uphold consistency and excellence.
- Prepare and present quality reports to senior management with actionable insights.
- Ensure compliance with industry regulations and company policies in all travel-related services.
Qualifications
- Bachelor’s degree in Business Administration, Hospitality, or a related field.
- Minimum of 5 years of experience in quality assurance, preferably in a travel or contact center environment.
- Proven leadership experience in managing quality teams and driving performance improvements.
- Strong analytical skills with the ability to interpret data and generate actionable recommendations.
- Excellent communication and interpersonal skills to collaborate with diverse stakeholders.
- Proficiency in quality management tools and methodologies (e.g., Six Sigma, Lean).
- Knowledge of travel industry standards and customer service best practices.
- Ability to work in a fast-paced environment and adapt to changing business needs.