Quality Lead (Travel GDS) at Enshored

<div class="content-intro"><p><span style="font-weight: 400;">Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.</span></p> <p>&nbsp;</p> <p><span style="font-weight: 400;">Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people:</span></p> <p>&nbsp;</p> <ul> <li style="font-weight: 400;"><strong>Grit</strong><span style="font-weight: 400;">. We never give up. We don't always know the answer, but we don't give up until we&nbsp; crack it. Sticking at it makes us stronger.</span></li> <li style="font-weight: 400;"><strong>Curiosity</strong><span style="font-weight: 400;">. We want to know you, what makes you tick and what it will take to help you grow.</span></li> <li style="font-weight: 400;"><strong>Learning</strong><span style="font-weight: 400;">. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.</span></li> <li style="font-weight: 400;"><strong>Grace</strong><span style="font-weight: 400;">. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.</span></li> <li style="font-weight: 400;"><strong>Honesty &amp; Sincerity</strong><span style="font-weight: 400;">. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.</span></li> <li style="font-weight: 400;"><strong>Integrity</strong><span style="font-weight: 400;">. Integrity is standing up for what we believe is right and living by our highest values.</span></li> </ul> <p>&nbsp;</p> <p><span style="font-weight: 400;">Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.</span></p> <p>&nbsp;</p> <p><span style="font-weight: 400;">Don’t just take our word for it; experience the growth yourself!</span></p> <p><span style="font-weight: 400;">If you don’t know where to start, check us out at <strong>www.enshored.com</strong>.</span></p></div><h3><strong>Key Responsibilities</strong></h3> <h3><strong>Team Leadership &amp; Development</strong></h3> <ul> <li><strong>Team Leadership &amp; Development</strong></li> </ul> <p><strong>People Management: Lead and manage a team of Quality Analysts, providing the coaching, support, and professional development necessary to meet performance targets.</strong></p> <ul> <ul> <li><strong>Individual Development Plans: </strong>Conduct at least bi-monthly 1-on-1 career coaching sessions to help team members bridge skill gaps, focusing on competencies like advanced RCA, stakeholder management, and policy expertise.</li> <li><strong>Onboarding &amp; Upskilling:</strong> Oversee the onboarding of new Quality staff and collaborate with the Training team to address upskill/cross-skill needs based on quality performance.</li> <li><strong>Conflict &amp; Dispute Resolution:</strong> Serve as the final arbiter for internal audit disputes and technical calibration variances that cannot be resolved at the Quality Analyst level. Handle internal and external escalations through the standard processes within the agreed turnaround time.</li> </ul> </ul> <p><strong>Quality Governance&nbsp;</strong></p> <ul> <ul> <li><strong>Sampling Audit Management:&nbsp; </strong>Oversee the full 360-degree sampling cycle—from defining the sampling logic and verifying statistically significant data sets to managing the appeal process and final analysis<strong>. Ensure the Quality Team’s compliance with the sampling volume requirements.</strong></li> <li><strong>Executive Reporting</strong>: Support the Quality Manager during <strong>WBR, MBR, and QBR</strong> sessions, translating complex audit data into high-impact "Executive Summaries" and “Path to Green” or “Get Well” strategies.</li> <li><strong>Internal Quality Alignment</strong>:&nbsp; Lead cross-functional Quality Meetings for each Line of Business (LOB) to drive performance visibility. This includes deep dives into key metrics—<strong> Audit Completion Rate, Quality Scores, Critical Errors </strong>—while ensuring all teams are aligned on the latest policy or quality guidelines updates, organizational changes, and auditor accuracy (ATA) results.</li> <li><strong>Audit the Auditor (ATA):</strong> Execute the "checks on the checker" framework to maintain audit standardization and eliminate auditor bias across the team.</li> <li><strong>Operational Alignment:</strong> Spearhead <strong>Weekly Meetings with Operations and Training Teams</strong> to align on upskilling needs and action plans, based on quality trends.</li> </ul> </ul> <p><strong>Policy Documentation: Maintain and update internal "huddle" documents or monitoring guidelines upon receiving clarifications from the client, ensuring a seamless cascade to all stakeholders.</strong></p> <p><strong>Required Qualifications</strong></p> <ul> <li><strong>Education:</strong> A bachelor's or College degree is standard. Senior High School graduates may be considered with at least 6 months of BPO experience.</li> <li><strong>Experience:</strong> Typically 3 years of Quality Assurance experience in a BPO setting. Experience in the same program is highly desirable.</li> <li><strong>&nbsp;Skills:</strong>&nbsp;</li> <ul> <li>Good leadership skills</li> <li>Strong knowledge of <strong>QA fundamentals, principles, and methodologies</strong>.</li> <li>Excellent analytical skills and&nbsp; proven ability to perform <strong>Defect Analysis</strong>, <strong>Trend Analysis</strong>, and <strong>Root Cause Analysis (RCA)</strong> to identify "The Why" behind the numbers</li> <li>Ability to distinguish between an<strong> "Individual Error" </strong>and a <strong>"Systemic Policy Gap" </strong>and correlate with Operational KPIs.</li> </ul> </ul> <p><strong>Ability to translate complex data sets into "Executive Summaries" and "Path-to-Green" strategies for stakeholders.</strong></p> <ul> <ul> <li>Good stakeholder management skills</li> <li><strong>High proficiency in Google Sheets/Excel</strong> (macros, complex formulas, pivot tables) and <strong>Slides/PPT</strong> to create high-impact visual dashboards for <strong>WBR, MBR, and QBR&nbsp;</strong>presentations.</li> <li>Familiarity with <strong>Google Analytics</strong></li> </ul> </ul> <p><strong>Program-specific skills required.</strong></p> <ul> <li><strong>Language:</strong> <strong>Exceptional English communication skills (written and verbal) </strong>to confidently represent the Quality department in meetings with internal and external stakeholders.</li> </ul><div class="content-conclusion"><p><strong>About Enshored&nbsp;</strong></p> <p>&nbsp;</p> <p><span style="font-weight: 400;">Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.</span></p> <p>&nbsp;</p> <p><span style="font-weight: 400;">At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.</span></p></div>