Call Quality Analyst - US Travel Process

Quality Analyst ( US Travel Process)

Working Days: 5 Days a Week
Shift: 6PM to 3AM

Key Responsibilities

• Conduct call audits to evaluate customer interactions for quality, compliance, and adherence to company standards.
• Monitor sales and service calls to ensure accurate product knowledge, professional communication, and proper objection handling.
• Evaluate call recordings based on predefined quality parameters and provide constructive feedback to agents.
• Review and audit flight, hotel, holiday package, and cruise bookings.
• Verify passenger details, travel dates, fares, pricing, and booking accuracy.
• Ensure all booking and service procedures are followed correctly.
• Identify and rectify errors before ticketing or voucher issuance.
• Coordinate with the Sales and Operations teams to resolve discrepancies.
• Maintain quality standards and help minimize booking errors and financial losses.
• Prepare daily, weekly, and monthly quality reports, identify trends, and recommend process improvements.

Requirements

• Bachelor's degree or currently pursuing graduation.
• Experience in the travel industry is preferred for Executive roles.
• Freshers with strong attention to detail and a willingness to learn are encouraged to apply for Internship roles.
• Strong communication, analytical, and problem-solving skills.
• Proficiency in MS Excel is mandatory.
• Good typing speed with high accuracy.
• Knowledge of travel booking systems (GDS such as Amadeus, Sabre, or Galileo) is an added advantage.

Regards

Team HR

7007456397