Job highlights

- . Certification or training in quality assurance methodologies is considered a plus
- Proven experience in quality assurance within the customer service industry,with a specific focus on Galileo and flight ticketing processes

Trainer and Quality Analyst

Job Category: Travel

Job Type: Full Time

Job Location: gurugram

Opening position: 1

Experience Needed: 3-5 years

Job Overview:

We are in search of a meticulous Quality Auditor/Quality analyst with expertise in the customer service industry, particularly in Galileo (GDS) in Travel Process. The ideal candidate will play a pivotal role in evaluating and ensuring the quality and accuracy of customer interactions, with a specific focus on adherence to industry standards and procedures.

Key Responsibilities:

- Conduct thorough audits of customer service interactions to assess compliance with established standards and procedures.
- Evaluate the performance of customer service representatives in handling inquiries related to flight booking using Galileo software(GDS).
- Identify areas for improvement in customer service processes and provide constructive feedback to enhance overall performance.
- Collaborate with training teams to develop and implement targeted improvement plans based on audit findings.
- Stay updated on industry trends,



regulations, and changes in Galileo and flight ticketing procedures to ensure audits align with current standards.
- Generate comprehensive reports that highlight audit results, trends, and recommendations for management review.
- Foster a culture of continuous improvement by actively participating in quality assurance initiatives and suggesting enhancements to existing processes.

Qualifications:

- Proven experience in quality assurance within the customer service industry, with a specific focus on Galileo and flight ticketing processes.
- In-depth knowledge of Galileo software and its applications in the context of flight reservations and ticketing.
- Excellent analytical and problem-solving skills, enabling the identification and effective resolution of quality issues.
- Solid communication skills to provide clear and constructive feedback to customer service representatives and management.
- Detail-oriented with the ability to multitask and prioritize tasks in a fast-paced environment.
- Familiarity with industry regulations and compliance standards related to customer service and travel.
- Certification or training in quality assurance methodologies is considered a plus.

📌 Trainer and Quality Analyst (Gurugram)
🏢 Smartcall Infotech
📍 Gurugram