Posted 04 June, 2026
Lead Assistant Manager-Business Process & Service Excellence -Quality Excellence
ExlService Holdings, Inc.
Gurugram, Haryana, India
Full Time
Reference: 218_689623_13290
- Seasoned professional with significant experience in travel operations and quality auditing
- Strong voice expertise is mandatory, with proven experience in handling voice processes
- Quality Management:
- Develop and implement quality assurance frameworks and metrics
- Monitor call, email, and chat interactions for compliance, accuracy, and customer satisfaction.
- Conduct root cause analysis and implement corrective actions to improve service quality.
- Process Improvement:
- Analyze travel service workflows (e.g., bookings, rebooking, cancellations, refunds) for inefficiencies.
- Recommend and implement process enhancements using lean or Six Sigma practices (should be Green belt or black belt)
- Team Collaboration & Training:
- Coordinate with training teams to develop modules based on quality findings.
- Mentor quality analysts and collaborate with team leaders to improve agent performance.
- Client & Stakeholder Engagement:
- Provide regular quality reports and insights to internal and external stakeholders.
- Participate in client meetings to present performance metrics and improvement plans.
- Hands-on experience to manage Travel Products
- Graduate in any stream and should have travel knowledge
- Diploma in Travel & Tourism preferred and Diploma in Fares & Ticketing preferred
- Hands-on experience managing travel products (flights, hotels, etc.)
- Strong understanding of GDS systems and fare rules
- Graduate in any discipline
- Diploma in Travel & Tourism preferred
- Seasoned professional with significant experience in travel operations and quality auditing
- Strong voice expertise is mandatory, with proven experience in handling voice processes
- Quality Management:
- Develop and implement quality assurance frameworks and metrics
- Monitor call, email, and chat interactions for compliance, accuracy, and customer satisfaction.
- Conduct root cause analysis and implement corrective actions to improve service quality.
- Process Improvement:
- Analyze travel service workflows (e.g., bookings, rebooking, cancellations, refunds) for inefficiencies.
- Recommend and implement process enhancements using lean or Six Sigma practices (should be Green belt or black belt)
- Team Collaboration & Training:
- Coordinate with training teams to develop modules based on quality findings.
- Mentor quality analysts and collaborate with team leaders to improve agent performance.
- Client & Stakeholder Engagement:
- Provide regular quality reports and insights to internal and external stakeholders.
- Participate in client meetings to present performance metrics and improvement plans.
- Hands-on experience to manage Travel Products
- Graduate in any stream and should have travel knowledge
- Diploma in Travel & Tourism preferred and Diploma in Fares & Ticketing preferred
- Hands-on experience managing travel products (flights, hotels, etc.)
- Strong understanding of GDS systems and fare rules
