Role Description The Travel Quality Analyst (US-Process) role is a full-time, in office position. The role involves monitoring and evaluating travel-related customer interactions and transactions for US-based processes to ensure adherence to quality standards and compliance requirements. Day-to-day tasks include reviewing call recordings and case documentation, identifying process gaps, and preparing detailed quality reports and feedback for operational teams.

Key Responsibilities
Monitor and evaluate inbound and outbound customer service and sales calls for US travel customers.
Audit calls for quality, process adherence, compliance, communication, soft skills, and customer experience.
Review travel transactions including flight bookings, cancellations, modifications, exchanges, refunds, and related services.
Evaluate agent performance against defined QA parameters, scorecards, SOPs, and client requirements.
Identify process gaps, errors, recurring defects, and opportunities for improvement.
Provide constructive and actionable feedback to agents and Team Leaders.




Conduct regular calibration sessions with Operations and Training teams to maintain consistency in quality evaluations.
Prepare daily/weekly/monthly QA reports, scorecards, dashboards, and performance analysis.
Track quality trends, defect patterns, and root causes and recommend corrective actions.
Work closely with Operations, Training, and Team Leaders to improve agent performance and customer satisfaction.
Support refresher training and coaching based on identified quality gaps.
Ensure adherence to US client requirements, company policies, SLAs, and compliance standards.
Maintain accurate audit records and documentation.
Participate in process-improvement initiatives and help reduce repeat errors and customer complaints.
Escalate critical compliance, customer-impacting, or process-related issues to the appropriate stakeholders.

Required Skills
Strong knowledge of the US Travel Process, preferably flights

📌 Travel Quality Analyst (India)
🏢 Assistara
📍 India