Quality Analyst – (Travel US- Voice Process)
Location: Noida, Uttar Pradesh
Experience: 2–4 Years
Employment Type: Full time
Process: US Travel / International Travel

Job Summary
We are looking for a detail-oriented Quality Analyst to monitor and improve the quality of customer interactions and sales processes within our US Travel Process. The ideal candidate should have strong knowledge of international travel, excellent analytical skills, and experience in auditing calls and identifying process gaps.

Key Responsibilities
Conduct regular quality audits of customer calls handled by Travel Sales Executives.
Evaluate calls based on defined quality parameters, SOPs, and compliance standards.
Monitor adherence to travel processes, booking procedures, customer handling, and company policies.
Identify errors, process gaps, compliance issues, and areas for improvement.
Prepare and maintain quality reports, audit sheets, and performance dashboards.
Provide timely and constructive feedback to agents and team leaders.




Conduct calibration sessions with Team Leaders and Operations teams to ensure consistent quality standards.
Track recurring errors and recommend corrective and preventive actions.
Monitor customer handling, communication skills, probing, objection handling, and sales practices.
Ensure proper adherence to US travel regulations, company policies, and process guidelines.
Work closely with Operations and Training teams to improve agent performance.
Support the development and improvement of quality parameters, scorecards, and SOPs.
Escalate critical quality issues and compliance violations to the management.
Maintain accurate documentation of quality findings and action plans.
Key Quality Parameters
The candidate should be comfortable evaluating:
Call opening and closing
Customer verification and authentication
Communication and professionalism
Active listening and probing
Product/process knowledge
Flight booking, cancellation, rescheduling, and related travel que

📌 Quality Analyst (Noida)
🏢 Assistara
📍 Noida