Senior Quality Assurance Manager

✨ We’re Hiring | Sr. Quality Manager – International Hospitality Process ✨

Location: Mumbai

Key Responsibilities:

• Lead end-to-end Quality framework for an international hospitality voice & non-voice process
• Drive guest experience metrics such as CSAT, NPS, QA scores, and brand compliance
• Conduct audits, calibrations, and governance reviews with global clients
• Analyze trends, identify service gaps, and implement improvement plans
• Collaborate with Operations, Training, and WFM to enhance service delivery
• Coach, mentor, and develop Quality Managers, Leads, and Analysts
• Ensure adherence to brand standards, SOPs, and compliance guidelines

Desired Candidate Profile:

• 10+ years of experience in Quality Management (International BPO mandatory)
• Prior exposure to hospitality, travel, airlines, or l...