Website:
gujarattravels.co.in
Job details:
Company Description Gujarat Travels is a well-established bus service provider in India with over forty years of experience in the travel industry. The company operates a strong network across Delhi, Maharashtra, Gujarat, Rajasthan, Karnataka, and Goa, offering reliable intercity transportation. Gujarat Travels focuses on comfort, safety, and dependable service, providing a seamless journey for passengers. Its modern fleet and dedicated team reflect a continued commitment to operational excellence and customer satisfaction. The organization offers opportunities to contribute to a respected brand in the growing travel and transport sector.
Job Description – Quality Head- Operations
Department: Quality & Customer Experience
Industry: Travel / Transportation
Experience: 8+ Years
Location: As per company requirement
Role Purpose
The Quality Head will be responsible for establishing and managing the overall quality management system across operations, customer service, booking, branches, vehicles, and travel services. The role will focus on improving service quality, customer satisfaction, process compliance, and continuous operational improvement.
Key Roles & Responsibilities
- Develop and implement Quality Assurance (QA) policies, SOPs, and quality standards across all departments.
- Monitor service quality at branches, call centres, booking offices, operations, buses, and customer touchpoints.
- Conduct regular quality audits and surprise checks to ensure SOP and company policy compliance.
- Analyse customer complaints, feedback, reviews, and service issues to identify root causes and implement corrective actions.
- Monitor call quality, booking quality, customer handling, and communication standards.
- Work closely with Operations, Customer Support, Branch Heads, HR, and other HODs to improve service standards.
- Create and track Quality KPIs, audit scores, service performance, and departmental improvement plans.
- Ensure timely closure of audit observations and corrective/preventive actions (CAPA).
- Lead the Quality team and ensure regular training, coaching, and performance reviews.
- Prepare daily, weekly, and monthly quality reports for management.
- Identify process gaps and standardize processes across all branches and departments.
- Drive initiatives to improve customer satisfaction, reduce complaints, and enhance the overall passenger experience.
- Conduct quality review meetings with department heads and ensure accountability for improvement actions.
- Support management in building a structured, process-driven, and customer-focused organization.
Qualification
Graduate / Post Graduate in Business Administration, Quality Management, Operations, or a related field.
Preferred: Experience in managing quality across multi-location operations in the travel or service industry.
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