We are looking for an experienced QA Manager who can drive quality performance, strengthen coaching strategies, and elevate customer experience across operations.

The Role: Lead quality monitoring for calls, email, and chat while driving continuous improvement across operations. The Impact: Shape quality standards, coach teams, and implement solutions that improve performance and customer satisfaction. The Difference: Lead a team of QA specialists and influence strategic quality initiatives.

Non-Negotiable Requirements:

Experience supporting international travel accounts At least 4 years of QA Team Lead experience

Key Responsibilities:

Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards. Documents on quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone. Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines. Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities. Serves as final decision/opinion maker in the area, coaches, mentors and trains others around expertise