Team Lead- Agent Quality Assurance

Etraveli Group is the globally leading company for tech solutions and fulfilment capabilities for online sales of flights. The company solves complexity, by connecting millions of flights and travellers across the globe, from search and selection to trip and beyond. Etraveli Group holds consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serves Booking.com with flights. The Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Etraveli Group has more than 2500+ employees around the world and the major offices are in Sweden (HQ), Canada, Greece, India and Poland.

Job Purpose :

As a Team Lead for the CS Firstline Quality Assurance team in Mumbai, you will manage and guide a dynamic team, focusing on improving the quality of customer service, and ensure the maintenance of a strong and positive environment within the team. This role involves overseeing team performance, ensuring the smooth execution of tasks and daily operations, working closely with the team and in coordination with CS Firstline Quality Assurance Managers.

Job Role :

Team Leadership & People Management :

• Lead and motivate the team to achieve their KPIs and deliverables.
• Resolve queries and ensure efficient performance of reviews, coachings and projects.
• Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to team members to enhance development.
• Guide employees to achieve prospective growth  and development within the team.
• Manage team workload, ensuring an optimal balance of tasks and clear priorities.
• Encourage a collaborative and positive team environment that promotes engagement and high performance.
• Ensure compliance of all team members to company’s policies.
• Take initiative and be proactive, addressing queries raised by stakeholders.

Quality Assurance Tasks :

Reporting & Data Management :

Continuous Improvement :

Requirements

Key competencies