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Lead Assistant Manager-Business Process & Service Excellence -Quality Excel at EXL Talent Acquisition Team

Gurugram, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

16 Aug, 26

Salary

0.0

Posted On

18 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Auditing, Voice Process Management, Quality Assurance Frameworks, Root Cause Analysis, Lean, Six Sigma, Travel Operations, GDS Systems, Fare Rules, Process Improvement, Stakeholder Engagement, Performance Metrics

Industry

Business Consulting and Services

Description

* Seasoned professional with significant experience in travel operations and quality auditing * Strong voice expertise is mandatory, with proven experience in handling voice processes * Quality Management: * Develop and implement quality assurance frameworks and metrics * Monitor call, email, and chat interactions for compliance, accuracy, and customer satisfaction. * Conduct root cause analysis and implement corrective actions to improve service quality. * Process Improvement: * Analyze travel service workflows (e.g., bookings, rebooking, cancellations, refunds) for inefficiencies. * Recommend and implement process enhancements using lean or Six Sigma practices (should be Green belt or black belt) * Team Collaboration & Training: * Coordinate with training teams to develop modules based on quality findings. * Mentor quality analysts and collaborate with team leaders to improve agent performance. * Client & Stakeholder Engagement: * Provide regular quality reports and insights to internal and external stakeholders. * Participate in client meetings to present performance metrics and improvement plans. * Hands-on experience to manage Travel Products * Graduate in any stream and should have travel knowledge * Diploma in Travel & Tourism preferred and Diploma in Fares & Ticketing preferred * Hands-on experience managing travel products (flights, hotels, etc.) * Strong understanding of GDS systems and fare rules

Responsibilities

Develop and implement quality assurance frameworks to monitor voice and non-voice interactions for compliance and customer satisfaction. Analyze travel service workflows to implement process enhancements using Lean or Six Sigma methodologies.