Associate Manager - AQA

Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.

We partner with major global platforms such as, Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes a separate fintech entity with its flagship product,, a risk management solution, Sweden’s leading flight comparison site,, our B2B Flights as a Service Provider and world leader in virtual interlining, and, the embedded AI platform for flights. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.

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JOB PURPOSE

We are looking for an Associate Quality Manager to join our CS Firstline Quality Assurance team in Mumbai. In this role, you will play a key leadership position within the Quality organization, supporting the delivery of accurate, impactful, and data-driven quality evaluations that drive customer service excellence.

As an Associate Quality Manager, you will provide strategic guidance and operational oversight across the Quality team, ensuring alignment with company standards, quality frameworks, and customer experience objectives. You will work closely with Quality Assurance Managers, Team Leaders, and cross-functional stakeholders to strengthen quality governance, improve evaluation consistency, and drive continuous improvement initiatives.

DUTIES AND RESPONSIBILITIES

Team Leadership & People Management:

• Provide guidance and mentorship to the direct reports but also support the Quality Team Leaders ensuring the consistent execution of quality frameworks and the evaluation standards
• Be accountable for the performance management, coaching strategies, and development planning for direct QA team members and guide the Quality Team Leaders
• Promote a collaborative, high-performance culture focused on quality ownership and continuous improvement
• Act as a senior escalation point for complex quality-related matters and provide direction when needed
• Contribute to talent development by identifying growth opportunities and supporting succession planning within the QA function

Quality Assurance Tasks:

• Oversee the execution of quality evaluations and ensure alignment with established scoring standards and methodologies
• Support the management of evaluation disputes and re-disputes, ensuring fairness, consistency, and transparency
• Lead or support calibration sessions across teams to maintain evaluation accuracy and alignment
• Conduct higher-level quality reviews (e.g., Audit the Auditor) and provide structured feedback to Team Leaders and QA Specialists
• Support the onboarding, training, and development of new QA team members.
• Contribute to troubleshooting quality tool or process issues in collaboration with technical teams
• Provide guidance on complex interaction reviews and ensure adherence to quality standards and best practices

Reporting & Data Management:

• Support Quality Managers in analyzing quality performance trends, KPIs, and operational insights
• Translate quality data into actionable recommendations to improve service performance and customer experience
• Maintain and enhance reporting frameworks related to service quality, agent performance, and evaluation consistency
• Identify trends, root causes, and systemic issues impacting quality performance and customer satisfaction

Continuous Improvement:

• Identify opportunities to strengthen quality processes, frameworks, and evaluation methodologies
• Support cross-functional initiatives aimed at improving service quality, operational efficiency, and customer experience
• Contribute to quality strategy initiatives and operational improvements driven by data insights
• Promote best practices and continuous improvement across teams and quality stakeholders

QUALIFICATIONS/PERSONAL CHARACTERISTICS:

• Demonstrated leadership capability, including mentoring or supporting QA teams or Team Leaders
• Strong analytical mindset with advanced Excel and/or Google Sheets skills to interpret large datasets and performance trends
• Ability to translate quality insights into clear and actionable operational improvements
• Excellent communication and stakeholder management skills across operational and leadership levels
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
• Strategic thinking combined with hands-on operational knowledge of customer service quality practices
• Proven ability to influence teams and drive improvements through data-driven decision making

Benefits

What’s in it for You?

• Employee Assistance Program (EAP): Confidential, free support for personal or work-related challenges—covering counseling, or financial guidance, and more—to help maintain well-being and performance.
• Term Life Insurance: Provides financial peace of mind for your loved ones with a fixed-coverage death benefit over a defined term. Affordable protection offered by your employer.
• Mediclaim (Health Insurance): Extensive coverage for medical expenses to ensure you and your family get the care you need when it matters.
• Meal Coupons: A tasty perk to fuel your workday—delicious meals or snacks on us!
• Performance-Based Incentives: Earn more when you deliver more. Your hard work pays off—literally.
• Learning & Development (L&D) Sessions: Continued growth through curated upskilling sessions—boosting your skills and career progression.

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Diversity disclaimer

At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.