Job Description:
Job Title: Quality Analyst – Travel Process
Company: First Fly Travel
Department: Quality / Operations
Industry: Travel & BPO
Job Details:
• Position: Quality Analyst
• Salary: ₹25,000 – ₹32,000 CTC per month
• Experience: 1+ year preferred
• Shift: Night Shift
• Job Type: Full time
• Location: On-site

Job Summary:
First Fly Travel is looking for a Quality Analyst to join our team. The Quality Analyst will be responsible for monitoring and evaluating customer interactions handled by Travel Consultants, ensuring adherence to company processes, quality standards, compliance requirements, and customer service expectations.
The ideal candidate should have strong attention to detail, excellent communication skills, analytical ability, and preferably experience in a BPO or travel-related process.
Key Responsibilities:
• Monitor and evaluate customer calls, chats, and emails handled by Travel Consultants.
• Conduct regular quality audits based on defined quality parameters, SOPs, and process guidelines.
• Evaluate consultants on communication,



customer handling, accuracy, process adherence, compliance, and overall service quality.
• Audit travel-related interactions, including bookings, cancellations, amendments, refunds, and itinerary-related queries.
• Identify errors related to fares, booking details, travel policies, documentation, and customer commitments.
• Prepare and maintain quality scorecards, audit reports, and performance trackers.
• Provide constructive and actionable feedback to Travel Consultants and Team Leaders.
• Identify recurring process gaps and recommend corrective and preventive actions.
• Conduct calibration sessions with Quality, Operations, and Training teams.
• Identify training and coaching requirements based on quality trends and audit findings.
• Prepare daily, weekly, and monthly quality reports.
• Escalate critical process, compliance, and customer experience issues to the concerned stakeholders.
• Ensure adherence to compa

📌 BPO Quality Analyst (India)
🏢 FIRSTFLY TRAVEL PRIVATE
📍 India