Assistant Manager Training and Call Quality

Assistant Manager Training and Call Quality - India, Location: Gurgaon TBO – ( TBO is a global platform that aims to simplify all buying and selling travel needs of travel partners across the world. The proprietary technology platform aims to simplify the demands of the complex world of global travel by seamlessly connecting the highly distributed travel buyers and travel suppliers at scale. The TBO journey began in 2006 with a simple goal – to address the evolving needs of travel buyers and suppliers, and what started off as a single product air ticketing company, has today become the leading B2A (Business to Agents) travel portal across the Americas, UK & Europe, Africa, Middle East, India, and Asia Pacific. Today, TBO’s product range from air, hotels, rail, holiday packages, car rentals, transfers, sightseeing, cruise, and cargo. Apart from these products, our proprietary platform relies heavily on AI/ML to offer unique listings and products, meeting specific requirements put forth by customers, thus increasing conversions. TBO’s approach has always been technology-first and we continue to invest on new innovations and new offerings to make travel easy and simple. TBO’s travel APIs are serving large travel ecosystems across the world while the modular architecture of the platform enables new travel products while expanding across new geographies. Why TBO:

• You will influence & contribute to “Building World Largest Technology Led Travel Distribution Network” for a $ 9 Trillion global travel business market.
• We are the emerging leaders in technology led end-to-end travel management, in the B2B space.
• Physical Presence in 47 countries with business in 110 countries.
• We are reputed for our-long lasting trusted relationships. We stand by our eco system of suppliers and buyers to service the end customer.
• An open & informal start-up environment which cares.

• Enhance Your Leadership Acumen. Join the journey to create global scale and ‘World Best’.
• Challenge Yourself to do something path breaking. Be Empowered. The only thing to stop you will be your imagination.
• Post pandemic: travel space is likely to see significant growth. Witness and shape this space. It will be one exciting journey.
• As a fastest growing B2B platform our priority is purpose-building scalable systems.
• Adopting industry leading technologies to support best-in-class business capabilities for high performing and scalable solutions.
• Fast response to the evolving regulatory environment and helping to meet the firm's regulatory commitments by addressing internal and external commitments.

• Conduct daily, weekly, and monthly interaction monitoring across different customer touchpoints to assess the quality of the interaction
• Perform and facilitate call calibration sessions for operation staff.
• Participate in designing call/email/case monitoring formats and quality standards.
• Define and streamline feedback mechanism and performance improvement plan for individuals
• Give recommendations for process improvements based on the customer experience and feedback
• Provide the team with regular feedback coaching sessions to help them to handle future interactions more efficiently
• Create scenarios and conduct sessions for the team which can be used as a training tool for the team’s better handling of interactions
• Compile and track performance for operations - at teams and individual levels
• Data analysis and making designated reports/presentations (quality evaluation/feedback/ performance etc.)
• Reduce learning curve and help enhance product/process knowledge of operations team
• Ensure that internal policies, procedures, and compliance regulations are being followed

• Global Role, not just marginal impact. High visibility work areas which are mission critical with immediate impact on business.
• Close working with senior leadership
• Potential to learn and grow at rapid pace.
• Once -in-a-career time opportunity to deploy cutting edge processes from grounds-up. Strong conceptual exposure, where you would be challenged for concepts, strategy, innovation and end user business results.
• Above assures 3X years of experience for every year of time spent with us, when compared to not just your peers, but also those who are few years senior.

• 5+ year of experience, with 3+ years in a similar profile
• Knowledge of quality frameworks
• Excellent verbal and written communication skills
• Strong inter-personal skills and analytical mindset