Quality Analyst – Travel Industry

Job Type: Full time

Experience: 1–5 years

Location: Gurgaon

Department: Quality / Operations

Industry: Travel & Tourism

Job Summary

We are looking for a detail-oriented and customer-focused Quality Analyst to join our team in the travel industry. The ideal candidate will be responsible for monitoring customer interactions, evaluating sales calls, identifying process gaps, and providing constructive feedback to improve overall customer experience.

The successful candidate should have strong analytical skills, excellent communication abilities, and a good understanding of travel operations and customer service processes.

Key Responsibilities

- Monitor and evaluate customer interactions through calls.
- Conduct quality audits based on defined quality standards and business requirements.
- Identify errors, process gaps, compliance issues, and areas for improvement.
- Prepare and maintain quality reports, scorecards, and performance dashboards.
- Provide regular feedback and coaching inputs to customer service and operations teams.
- Work closely with Team Leaders, Operations Managers, and Training teams to improve performance.
- Support process improvement initiatives to enhance customer satisfaction and Sales operational efficiency.

Requirements




- 1–3 years of experience as a Quality Analyst, preferably in the travel, BPO, contact center, hospitality, or customer service industry.
- Strong verbal and written communication skills.
- Good analytical and problem-solving abilities.
- Excellent attention to detail.
- Proficiency in MS Excel/Google Sheets and basic reporting.
- Ability to analyze customer interactions and provide objective feedback.
- Strong understanding of customer service principles and quality standards.
- Ability to work independently as well as collaboratively with cross-functional teams.

Preferred Skills
- Experience in the travel or airline industry.
- Knowledge of travel bookings, cancellations, refunds, amendments, and customer queries.
- Familiarity with CRM, ticketing, call-monitoring, or quality-management tools.
- Experience conducting quality audits and preparing performance reports.
- Knowledge of GDS platforms such as Amadeus, Sabre, or Galileo is an advantage.

What We Offer
- Competitive salary based on experience and skills.
- Opportunity to work with a growing travel organization.
- Both Side Cab
- Rotational Shifts
- 5 Days Working

Pay: ₹40,000.00 - ₹55,000.00 per month

Benefits

- Provident Fund

Work Location: In person

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