Lead Associate - Transactional Quality (Quezon City)
Core
Conduct daily quality checks, provide feedback on errors, and perform customer comeback analysis for GDS travel accounts.
Role type
Lead Associate - Transactional Quality (QA)
Builds
Quality assurance processes and error analysis reports for travel accounts
Domain
Travel and Hospitality / GDS Operations
Deliverable
dashboards & analysis
Required skills
Quality check execution, Customer comeback analysis, Root cause analysis (RCA), ISO guideline adherence, Error analysis, Calibration exercises, GDS tool usage, Project management
Preferred skills
Corporate travel account experience, Process improvement ideation, Team training needs identification
Technologies
Sabre, Amadeus, Galileo
Responsibilities
Complete Daily Quality checks, Provide on-time feedback to agents, Conduct Customer comeback analysis, Complete monthly sampling targets, Contribute process improvement ideas, Prepare team and client reports, Ensure QA process adheres to ISO guidelines, Identify improvement areas for staff, Communicate with clients periodically, Complete Calibration exercises, Attend development and quality trainings, Drive projects within the team
Seniority
Mid-level, hands-on IC