Associate Director OQC (Internal Audit)

Who We Are:

Fareportal is a travel technology company powering a next-generation travel concierge service. Utilizing its innovative technology and company owned and operated global contact centres, Fareportal has built strong industry partnerships providing customers access to over 500 airlines, a million lodgings, and hundreds of car rental companies around the globe. With a portfolio of consumer travel brands including CheapOair and OneTravel, Fareportal enables consumers to book-online, on mobile apps for iOS and Android, by phone, or live chat. Fareportal provides its airline partners with access to a broad customer base that books high-yielding international travel and add-on ancillaries.


  • Fareportal is the number 1 privately held online travel company in flight volume.
  • Fareportal partners with over 500 airlines, 1 million lodgings, and hundreds of car rental companies worldwide.
  • 2019 annual sales exceeded $5 billion.
  • Fareportal sees over 150 million unique visitors annually to our desktop and mobile sites.
  • Fareportal, with its global workforce of over 2,600 employees, is strategically positioned with 9 offices in 6 countries and headquartered in New York City.

Role Description

Manage the teams – OQC/Incentive Management and related Audit process.

  1. Ensure timely audits of Areas defined related to Contact center
  2. Performance management for contact centres/Operations teams
  3. Timely and accurate incentive Payouts as per the SLA defined
  4. Review performance dashboards for contact centre and design Efficient and effective Incentive plans in line to Org goals
  5. Involve actively in automation of process to increase the Output, improve process ,as well as decrease scope of manual error
  6. Continuously brainstorm and come up with strategy and project leading to reduction in cpt through efficiency, loss prevention and cost control and increase in RPT through revenue generation ideas
  7. Align ,supervise & monitor work allocation within the team in a manner that is clear and concise ensuring high quality, accurate, and efficient results
  8. Ensures adherence at all times to all applicable departments , professional standards & SLA defined
  9. Identifies and communicates issues raised, offering recommended solutions relevant to business and risk
  10. Measure customer- Internal/External satisfaction and improve services;
  11. Analyze the process and design systems & procedures for identifying leakages & achieving process excellence
  12. Take up issues with respective departments for timely resolution
  13. Preparing productivity reports and periodical Dashboards and appraising the Management on regular basis on KPi and KRA performance
  14. Ensure the team members are motivated at all times and achieve the individual and team goals.
  15. To ensure that team members maintain discipline on floor, punctuality, sound & healthy relations with each other.
  16. Keep a watch on the breaks & absenteeism.
  17. Appraise training needs and development for the team


  • CA/MBA Finance with more than 7 Years of Exp
  • Experience in Service industry
  • Skills – Revenue management ,Internal Audit , Performance management & strong FP & A Skills
  • Team management experience

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