Monitor and assess the quality of customer interactions across all contact centre channels including inbound and outbound calls, emails, and live chats.
Evaluate agent performance against defined quality criteria and company policies.
Provide constructive feedback and coaching to contact centre agents to improve their customer service skills and maintain defined compliance.
Design and implement quality evaluation programs and metrics to track individual and team performance.
Prepare detailed quality reports for management highlighting compliance levels, areas of excellence, and opportunities for improvement.
Conduct root-cause analysis to identify knowledge or compliance gaps on escalations.
Ensure adherence to regulatory & internal compliance standards for cust interactions.
Support continuous improvement initiatives to enhance customer experience and operational efficiency.
Monitor and evaluate the effectiveness of transactions through assessments, feedback, and performance metrics analysis.
Assist the Manager in strategic planning, target achievement, and implementation of initiatives to drive overall team performance and customer satisfaction.
Understand action plans that drive CSAT
Identify TNIs and Provide TNAs to training and Ops (including vendor teams) for improvement on top defects.
Ensure all communications reflect the airline’s tone of voice, brand promise, and customer-first approach.
Prepare weekly/monthly performance reports with trend analysis and share insights with stakeholders.
Work effectively with outsourced vendor teams to maintain consistent service quality.
Focus on reducing variance by periodical Calibrations process.
Skills/Qualities Required
Possess strong understanding of airline customer service processes (reservations, ticketing, baggage, flight disruptions, loyalty programs).
Demonstrate good written and verbal communication skills in English; additional languages will be an advantage to the business.
Should be flexible with 24/7 working environment.
Awareness of Quality Tools, telephony systems (Genesys), CRMs, etc.
MS Office- PowerPoint, Excel, Outlook
F. Key Interfaces
Internal Interfaces
Internal Team
To work closely with all verticals in CC team in day-to-day coordination
G. Educational and Experience Requirements
Minimum Education requirements
Graduate (Any stream)
Experience
Minimum
Desired
Overall 2+ (upto 5)years’ experience in travel domain with focus on training, coaching & quality assurance.
Previous experience in Training and Quality domain preferably in travel domain (Airline , Agency, OTA, Hospitality).
Should possess Contact centre experience with Good communication skills, both verbal and written, with the ability to communicate in English and deliver feedback effectively.