Location : 83 Mohali

Shift : Day Shift

We are a high-growth travel & flight reservation company looking for a meticulous, results-driven Quality Analyst (QA) to join our Quality Assurance team. In this role, you will be instrumental in maintaining service excellence, ensuring process compliance, identifying critical/fatal errors, and coaching our sales agents to achieve higher conversion rates and deliver outstanding customer experiences.

Key Responsibilities:

- Call Monitoring & Evaluation: Listen to and audit inbound/outbound sales calls against standardized quality parameters and scorecards.
- Fatal Error Identification: Detect and flag critical compliance violations, zero-tolerance issues, misquoting, or misrepresentations (fatal errors) immediately.
- CRM & Data Accuracy: Audit CRM entries and booking systems to ensure all customer information, call dispositions, and booking details are accurately updated.
- Sales Tracking & Conversion Analytics: Track key sales metrics, call-to-booking conversions, and identify pipeline leaks or drop-off trends.
- Coaching & Performance Enablement: Deliver actionable feedback and conduct one-on-one/group coaching sessions to guide sales agents toward better pitch delivery, objection handling, and closing techniques.
- Calibration & Reporting:



Participate in calibration sessions with Team Leads and Operations Managers; prepare daily, weekly, and monthly quality reports and dashboards.
- General Quality Tasks: Assist in refining quality rubrics, creating standard operating procedures (SOPs), and driving continuous process improvement across the floor.

Requirements & Qualifications:

- Experience: Minimum 1–3 years of experience as a Quality Analyst / QA Specialist, preferably within Flight Sales, US Travel BPO, or Inside Sales.
- Domain Knowledge: Strong understanding of airline ticketing terms, fare rules, GDS concepts (Amadeus/Sabre/Worldspan is a plus), and US/international travel processes.
- Analytical Skills: Keen eye for detail to spot non-compliance, process gaps, and fatal errors.
- CRM & Tools: Proficiency in CRM software, call recording/monitoring platforms, and MS Excel / Google Sheets for reporting.
- Communication: Exceptional verbal and written English communication skills; ability to deliver constructive feedback diplomatically.
- Education: High School Diploma, Bachelor’s Degree, or equivalent practical experience.

Reach me on 62830 and 64096

Pay: Up to ₹40,000.00 per month

Benefits:

- Adaptable schedule
- Provident Fund

Work Location: In person

📌 Quality Analyst (Sahibzada Ajit Singh Nagar)
🏢 Flight Desk India
📍 Sahibzada Ajit Singh Nagar