Quality Manager

Conduct quality monitoring and evaluation of inbound and outbound customer interactions across calls, email, and chat to ensure compliance with established standards. Prepare detailed quality reports highlighting performance trends and improvement areas for management review. Support coaching, feedback, and formal training initiatives to enhance agent performance while acting as a subject matter expert in specialized functions. Lead development and implementation of solutions for complex programs, projects, and process improvements. Serve as a key authority in quality-related decisions, providing coaching and mentoring to team members. Requires minimum of 4 years' experience as a QA Team Lead with proven experience supporting international travel accounts.