---
title: "Kirti Arora - Deputy Manager Transactional Quality in Mumbai | Tal"
description: "Meet Kirti Arora, Deputy Manager – Transactional Quality | Leading Quality for 100+ Professionals | Internal Compliance Audits | Continuous Improvement | LSSYB | IATA based in Mumbai."
image: "https://tal.club/meet/kirti-20/share-image"
---

# Kirti Arora on Tal

## Headline

Deputy Manager – Transactional Quality \| Leading Quality for 100\+ Professionals \| Internal Compliance Audits \| Continuous Improvement \| LSSYB \| IATA

## About

"Quality is not just a department—it is a mindset that drives excellence, innovation, and customer trust\." With over 10\+ years of experience in Quality Assurance, Transactional Quality, Compliance, Operations, and Customer Experience, I have built my career around helping organizations strengthen quality frameworks, improve operational performance, and create exceptional customer experiences\. Currently, I work as a Deputy Manager – Transactional Quality at WNS, supporting the British Airways process\. In this role, I lead transactional quality initiatives while overseeing internal compliance audits, ensuring adherence to client expectations, regulatory requirements, and organizational quality standards\. I collaborate with cross\-functional teams to identify risks, analyze performance trends, implement process improvements, and drive a culture of continuous improvement and operational excellence\. Throughout my career, I have developed expertise in: Transactional Quality Management Internal Compliance Audits & Governance Quality Monitoring & Calibration Root Cause Analysis \(RCA\) Process Improvement & SOP Adherence Performance Analysis & Quality Reporting Stakeholder & Client Management Coaching, Feedback & Capability Development Risk Identification & Mitigation Learning Management Systems \(LMS\) and Knowledge Management Operational Excellence & Continuous Improvement I believe quality is more than evaluating transactions—it's about creating sustainable processes, empowering people, and using data\-driven insights to make informed decisions\. I enjoy working closely with operations, training, and leadership teams to translate quality findings into measurable business outcomes, improve compliance, and enhance customer satisfaction\. I have also done VSM, FMEA activities\. My professional approach is guided by my personal D\.R\.E\.A\.M\. philosophy: D – Dedication R – Responsibility E – Excellence A – Attitude M – Motivation These values shape how I lead teams, build relationships, solve challenges, and contribute to organizational success\. Beyond work, I enjoy travelling, music, gaming, cooking, and spending quality time with my family\. I believe that maintaining a healthy balance between professional growth and personal interests fuels creativity, resilience, and lifelong learning\. I am always open to connecting with professionals, industry leaders, and recruiters to exchange ideas, share best practices, and explore opportunities so feel free to connect and create a culture where quality isn't just measured—it's embedded in everything we do\.

## Location

Mumbai

## Work experience

Deputy Manager Transactional Quality at WNS, Dec 2024 \- Present · 1 yr 8 mos, Mumbai, Travel Vertical \- British Airways : Driving excellence in transactional processes through data analysis, compliance assurance, and cross‑functional collaboration\. Leading the Operations Planning Team with 100\+ employees, overseeing recruitment, performance management \(PIP/DAP\), and continuous process improvement\. Key Highlights: Quality Monitoring: Conduct audits, RCAs & CPAs to minimize errors and reduce customer comebacks\. Data Analysis: Track trends/issues, prepare performance reports, and present actionable insights to management\. Process Improvement: Collaborate with Ops & training teams to refine methodologies and enhance workflows\. Training Support: Design and deliver programs on standards and best practices\. Compliance Assurance: Ensure adherence to regulations and organizational policies\. Team Collaboration: Act as a key contact fostering a culture of quality across departments\.

Quality Assurance Specialist at Etraveli Group, Jan 2022 \- Aug 2024 · 2 yrs 8 mos, Mumbai, \-Successfully managed cross\-functional teams, setting clear objectives, tracking performance, and delivering continuous coaching to enhance team capabilities\. \-Ensured exceptional customer service by monitoring the quality of interactions and conducting QA orientations, certifications, and LMS assessments for new joiners\. \-Collaborated with teams across Mumbai, Athens, and Uppsala to improve processes, working independently while reporting to the CS First Line Quality Manager\. \-Conducted auditor's audits, raised Jira tickets for process amendments, and highlighted recurring errors to streamline workflows and enhance team performance\. \-Partnered with the Process team to refine New Work Modes, especially for the Schedule Change Department, addressing gaps in training, documentation, and technical errors\. \-Achievement in proactively getting engaged in calibrations with department leads and managers to maintain alignment on process updates\. \-Demonstrated strong organizational skills, prioritizing tasks effectively while excelling in both team settings and independent roles\. Committed to continuous learning and delivering excellence in every responsibility\.

Schedule change specialist at Etraveli Group, Jul 2019 \- Dec 2021 · 2 yrs 6 mos, Andheri east mumbai, \-Delivered the best results by tracking the schedule change queues in order to provide details to passengers on timely basis along with the re\-issuance and refund requests received by the passengers\.

Supervisor at Wipro Digital Operations and Platforms, Oct 2016 \- Jun 2019 · 2 yrs 9 mos, Powai mumbai, \-Silk Air and singapore Airlines for reissuing the cases or the booking made by the passenger's on the airline website\. Also, working on the schedule change in order to help the passenger's to board the flight\. \-Achieved multiple certificacations of a C\-SAT Top Performer due to my skillset and focused attention in being a 'PROBLEM SOLVER' in order to get 'CUSTOMER SATISFACTION' and meeting SLA as well\.

## Education

Master of Business Administration \- MBA, Tourism and Travel Services Management, Welingkar Institute of Management

Mba in finance, Accounting and Finance, Welingkar Institute of Management

[View the original profile](https://tal.club/meet/kirti-20)

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