Lead Associate - Transactional Quality -Corporate Travel-AirLine- GDS- REF95018A_2026228264 - Gurgaon - NH8

Quality Assurance & Performance Monitoring

● Conduct regular QA evaluations of phone, chat, and email interactions using established scorecards and rubrics. ● Lead calibration sessions with supervisors and stakeholders to ensure consistency in evaluation standards.

● Score customer interactions based on policy compliance, customer service excellence, and soft skills.

● Ensure all reviews align with Blockskye’s tone, protocols, and industry standards.

● Ability to identify moments that “wow” the customer and use these in support of account performance reviews and employee recognition initiatives. Data Analysis & Insights

● Track key quality and customer experience metrics such as QA scores, CSAT, FCR, and call handling times.

● Leverage root cause analysis, pattern recognition, and contextual interpretation; translate data and quality insights into actionable guidance for agents and leaders.

● Integrate data from call recordings, CRM tools, ticketing platforms, and feedback systems to create a full view of agent performance.

● Create visual dashboards and executive-quality reports highlighting trends, gaps, and improvement areas. Coaching & Feedback

● Deliver clear, empathetic, and constructive feedback to frontline agents, reinforcing strengths and coaching improvement areas.

● Partner with team leads and supervisors to define development plans and monitor progress over time.

● Collaborate on scripting, process refinement, and customer-facing documentation based on QA findings. Training & Subject Matter Expertise

● Serve as a subject matter expert (SME) on procedures, travel systems (including Amadeus GDS), and quality protocols.

● Support new hire onboarding, nesting/OJT (on-the-job training), and recurrent training sessions by identifying knowledge gaps.

● Recommend enhancements to training content based on recurring QA themes and service delivery trends. Stay current on new processes, client-specific requirements, and regulatory guidelines affecting quality performance. Process Improvement & Cross-Functional Support

● Identify opportunities to optimize workflows, reduce errors, and improve the customer journey.

● Participate in cross-departmental projects related to quality, support tools, or service transformation.

● Collaborate with Process Engineering to create critical to quality standards; track process gap closures to maintain high operational quality.

● Recommend enhancements to QA scorecards, coaching methodologies, and knowledge base content.

● Ensure timely escalation of systemic or high-impact issues and provide mitigation recommendations.