Senior Quality Assurance Manager
TP
5 - 10 years
Mumbai
Posted: 10/01/2026
Job Description
Were 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 luxury service processes preferred
- Strong client-handling and stakeholder management skills
- Excellent communication, presentation, and analytical abilities
- Experience with COPC / Lean / Six Sigma / CX frameworks is an added advantage
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