Quality Analyst ( Gurgaon )

DUTIES & RESPONSIBILITIES

• Plan daily quality monitoring activities and select customer interactions for review.
• Monitor customer calls and evaluate greeting, requirement gathering, communication, objection handling, and next actions.
• Check whether customer travel requirements are captured correctly, including destination, dates, passengers, budget, hotels, itinerary, and special requirements.
• Evaluate lead qualification and verify whether Hot, Warm, and Cold lead classifications are appropriate.
• Review quotations for accuracy of itinerary, hotels, flights, transfers, inclusions, exclusions, pricing, discounts, and customer requirements.
• Check follow-up quality and verify whether Sales Executives contact customers on the planned date and record customer responses correctly.
• Monitor CRM records, WhatsApp, and email communication for accuracy, completeness, response quality, and process compliance.
• Audit confirmed bookings and verify customer details, payment information, documents, booking confirmations, acknowledgements, and handover to Operations.
• Identify critical errors such as incorrect pricing, incorrect package information, missing requirements, incorrect booking information, or unauthorized commitments, and escalate them promptly.
• Prepare QA feedback for Sales Executives with specific observations, examples, corrective actions, and review timelines.
• Conduct coaching and refresher training based on recurring quality gaps and recheck employee performance after training.
• Analyse quality trends, track corrective actions, coordinate with Team Leaders and Operations, and prepare daily, weekly, and monthly quality reports for management.

QUALIFICATIONS & EXPERIENCE

• Bachelor's degree in any discipline.
• Freshers with strong communication skills and willingness to learn are encouraged to apply.
• Experience in Tours & Travels, Quality Analysis, Customer Service, Sales Support, or related fields will be an advantage.
• Minimum 1 year of relevant work experience is mandatory.
• Experience in monitoring customer calls or sales processes will be preferred.
• Basic understanding of travel sales and booking processes will be an advantage.

SKILLS & ABILITIES

• Good verbal and written communication skills.
• Strong listening and observation skills.
• Good attention to detail.
• Ability to identify errors and process gaps.
• Good analytical and problem-solving skills.
• Good time management and follow-up skills.
• Ability to handle multiple audits and tasks.
• Ability to give clear and constructive feedback.
• Basic computer and documentation skills.
• Professional and positive attitude.
• Ability to work with Sales, Operations, and Management teams.
• Willingness to learn travel products, processes, and company SOPs.

TOOLS & TECHNOLOGY

• CRM / Lead Management System
• Calling / Call Recording System
• WhatsApp
• Zoho Email or Email System
• MS Excel
• MS Word
• Google Sheets / Google Workspace
• QA Checklists and Quality Trackers
• Travel package and quotation systems used by the company

Job Types: Full-time, Permanent, Fresher

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits:

• Provident Fund

Work Location: In person