Qualifications and Job Description:
- Experience in Corporate Travel Account is required.
- Must have expertise in using CRYPTIC/NATIVE GDS
- Must be amenable to work 100% onsite at our Bridgetowne Site
- Lead and manage the Quality Assurance function for a team handling international ticketing, group bookings, and email support.
- Act as a Subject Matter Expert (SME) in ticketing processes to support quality audits and interventions.
- Monitor and evaluate the performance of L2 – Complex itinerary trained resources to ensure adherence to process standards.
- Drive continuous improvement initiatives to enhance service delivery and customer satisfaction.
- Collaborate with operations leadership to ensure KPIs and SLAs are met from a quality perspective.
- Conduct regular quality reviews, calibration sessions, and feedback discussions with team members.
- Prepare and present quality dashboards and reports to stakeholders.
- Minimum 1–2 years of experience in Corporate Travel Quality Assurance, with exposure to at least one GDS (e.g.,Amadeus/Sabre).
- Proven experience in supervising or managing a quality team.
- Strong command of spoken and written English; confident in leading quality review calls and calibration sessions.
- Proficient in Excel and presentation tools for reporting and analysis.
- Excellent analytical skills with a focus on root cause analysis and corrective action planning.
- Strong conflict management and coaching abilities.
