Quality Control Manager

About Tumodo:
Tumodo is a corporate travel management company focused on delivering seamless, technology-driven travel solutions and high service standards to business clients. As part of our continued commitment to operational excellence and customer satisfaction, we are looking to strengthen our quality oversight within the Customer Support function.

About Job:
Please find below the detailed job description for the position of Quality Control Manager – Customer Support. We would appreciate your support in reviewing and proceeding with the relevant sourcing/next steps.

Job Title: Quality Control Manager
Department: Customer Support
Reports to: Deputy Head of Customer Support

Work Mode: 100% Work from Office + Rotational Shift

Location: Tumodo Office – India (Claywork Opus, Campbell Rd, Austin Town, Bengaluru)
Website: Tumodo.io

Position Summary

The Quality Control Manager ensures the accuracy, compliance, and service excellence of all travel-related transactions within the agency. This role involves auditing booking flows, monitoring processes, handling complaints, and implementing quality improvement initiatives to maintain the highest standards of performance and client satisfaction.

Key Responsibilities:
Quality Assurance & Monitoring

• Conduct regular audits of Travel Consultants’ communication with clients (calls, emails, chats on the Tumodo platform) and travel bookings to ensure compliance with Tumodo SLAs, policies, client requirements, and supplier rules.
• Verify accuracy of PNRs, fare calculations, ticketing, and reporting in the Tumodo platform.
• Develop and maintain quality control checklists and procedures for Travel Consultants.
• Monitor SLA adherence across departments, including response and resolution times and service accuracy.

Complaints / Issues / Losses Investigation

• Receive and review customer complaints and internal escalations related to booking errors, delays, or service quality.
• Conduct root cause analysis to identify the source of issues (system error, human error, supplier issue, or process gaps).
• Prepare detailed investigation reports with findings, corrective actions, and preventive measures.
• Coordinate with Customer Support, Operations, Finance, IT, and other teams to resolve issues promptly and fairly.
• Maintain a database of complaints, actions taken, and closure status to identify recurring trends.
• Provide feedback to management on areas requiring process or training improvements.
  
  

Process Improvement

• Identify recurring issues and implement corrective actions in coordination with the Customer Support Management Team.
• Recommend workflow, tool, and procedural enhancements to improve efficiency and accuracy.
  

Training & Development

• Share analysis of common errors and violations with CS Supervisors to support coaching of Travel Consultants.
• Participate in regular training sessions on quality standards, procedures, and system or policy updates.
• Support onboarding of new employees by introducing quality expectations and best practices

Reporting & Analysis

• Prepare monthly quality performance reports covering audit results, complaint analysis, and trends.
• Track KPIs and present improvement recommendations to management.
• Support development of quality dashboards and performance metrics.

Qualifications & Skills

• Bachelor’s degree in Tourism, Business Administration, or a related field.
• Minimum 5 years of experience in business travel operations, ticketing, or quality control.
• Strong knowledge of GDS systems (Sabre, Amadeus, or Galileo).
• Solid understanding of corporate travel management processes and client service standards.
• Excellent analytical skills and attention to detail.
• Strong written and verbal communication skills.
• Proficiency in MS Excel and reporting tools.
• Ability to work independently, manage multiple priorities, and meet deadlines.

Benefits of Working at Tumodo

🎯 Competitive vacation and flexible working arrangements

🎯 Comprehensive and inclusive health benefits

🎯 A variety of professional development and mentorship opportunities

🎯 Offices with stocked kitchens when you need to fuel innovation and collaboration

Work Culture at Tumodo

At Tumodo, we foster a collaborative and inclusive environment that thrives on diversity. We believe that a varied and vibrant workforce enhances creativity, innovation, and overall success.

As an equal employment opportunity employer, we welcome individuals from all backgrounds, regardless of age, gender, race, religion, disability, or sexual orientation. We are committed to providing a fair and supportive workplace, where each team member’s unique talents and perspectives are celebrated, and where every voice is heard. Join us in revolutionizing business travel, where every journey is propelled by unity, understanding, and the strength of diversity.