Quality Inspector

Position Title: Quality Operations Manager

Department: Operations / Quality Assurance

Industry: Bus Transportation / Travel & Tourism

Location: Ahmedabad, Gujarat

Reporting To: Operations Head / General Manager

Job Summary:

The Quality Operations Manager is responsible for maintaining and improving operational quality standards across all bus operations, including fleet services, driver and conductor performance, customer service, safety compliance, punctuality, cleanliness, and overall passenger experience. The role focuses on monitoring daily operations, implementing SOPs, conducting audits, handling complaints, and ensuring smooth coordination between departments.

Key Responsibilities:

Operations & Quality Management:

• Monitor daily bus operations and ensure service quality standards are maintained.
• Implement and maintain operational SOPs across all branches and routes.
• Conduct regular quality audits for buses, workshops, drivers, conductors, and call center operations.
• Ensure buses are operating on time with proper route management.
• Maintain fleet cleanliness, hygiene, and passenger comfort standards.

Customer Experience Management:

• Monitor customer complaints and ensure timely resolution.
• Improve passenger satisfaction through service quality initiatives.
• Analyze feedback from passengers and prepare improvement action plans.
• Coordinate with customer care and call center teams for issue resolution.

Safety & Compliance:

• Ensure compliance with transport authority regulations and company policies.
• Monitor driver behavior, uniform standards, and safety protocols.
• Conduct surprise checks and safety inspections.
• Ensure all operational documents, permits, insurance, and compliance records are updated.

Team Coordination & Training:

• Coordinate with Operations, HR, Workshop, and Call Center departments.
• Conduct training sessions for drivers, conductors, and operational staff.
• Monitor employee discipline and operational performance.
• Support HR in performance evaluation and corrective action processes.

Reporting & Documentation:

• Prepare daily, weekly, and monthly operational quality reports.
• Maintain audit records, complaint reports, and branch performance data.
• Track KPIs such as punctuality, complaint ratio, breakdowns, customer feedback, and operational efficiency.

Required Skills:

• Strong leadership and team management skills
• Excellent communication and coordination abilities
• Problem-solving and decision-making skills
• Knowledge of transport operations and fleet management
• Good reporting and documentation skills
• Ability to handle operational pressure and emergency situations
• Proficiency in MS Excel and operational reporting systems

Qualification:

• Bachelor’s Degree in Operations, Management, Logistics, or related field
• MBA/Operations Management preferred

Experience:

• 1–7 years of experience in transport, logistics, travel, or bus operations
• Experience in quality control or operations management preferred

Key Performance Indicators (KPIs):

• On-time bus departures and arrivals
• Customer complaint reduction
• Fleet cleanliness score
• Driver and conductor compliance
• Breakdown reduction
• Customer satisfaction ratings
• Audit and inspection scores

Preferred Candidate Profile:

• Experience in bus travel or fleet operations
• Strong operational discipline and coordination skills
• Ability to manage multiple branches and teams
• Good analytical and reporting capability
• Flexible for field visits and rotational operational requirements