Develops, implements, & manages processes to ensure that operational performance meets customer satisfaction.
Identifies and sets appropriate quality standards and parameters for the P&P.
Coordinates & participates in the testing processes & performs mystery calls to ensure accurate and consistent information delivery to the customers.
Oversees & audits all tickets issued through our GDS portals & Amadeus.
Identifies and analyzes issues, bugs, defects, and other problems, particularly when problems arise; recommends and facilitates solutions to these issues.
Provides clear insight into performance drivers.
Gives recommendations for process improvements based on the customer experience and feedback.
Design quality rules and guidelines to achieve the highest performances with team managers.
Hold calibrations and meetings with managerial and non-managerial level teams to find common grounds and sustain system stability.
Conducts presentations & business simulations with new hires.
Job Requirements
1 year of experience in a similar role.
Proficient with Amadeus & related software.
Familiar with the ticketing systems(Amadeus)
Aware of the CRM systems technique.
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.