Quality Assurance Manager

About the role

The Quality Assurance Manager will lead the development and execution of the Quality Management System, ensuring that all internal and external client expectations are met. This role collaborates across departments to drive performance, maintain compliance with ISO, COPC and eSCM standards, and continuously improve service quality.

Key responsibilities

• Design, document and maintain a standardized Quality Management System.
• Coordinate with all departments to achieve quality targets and SLAs.
• Generate analytical reports to keep senior management informed.
• Lead initiatives, projects and KPI/KRA design to boost performance.
• Conduct root‑cause analysis for under‑performing metrics.
• Supervise Assistant Managers – Quality and develop the quality team.
• Maintain ISO documentation, trackers and other quality records.
• Plan manpower, right‑size the department and drive cost‑efficiency.
• Deliver training on quality processes and tools as needed.

Required profile

• Graduate in any discipline.
• Strong communication skills with fluency in English.
• Ability to build and maintain client relationships.
• Experience in the travel vertical is preferred.

Required skills

• Proficiency with Microsoft Office.
• Knowledge of quality tools and methodologies.
• Understanding of ISO, COPC and eSCM quality management systems.
• Six Sigma training and certification (preferred).