Job Description
– Quality Analyst (Travel Process) Job Title: Quality Analyst Industry: Travel & Tourism Department: Quality / Operations

Job Type
Full-Time

Experience:
1–4 Years

Location:
[Insert Location] Job Overview We are looking for a detail-oriented and experienced Quality Analyst with a background in the Travel & Tourism industry. The candidate will be responsible for monitoring customer interactions, evaluating the quality of travel-related services, ensuring process compliance, and identifying areas for improvement to enhance customer satisfaction and operational efficiency. Roles & Responsibilities
• Monitor and evaluate customer interactions, including inbound/outbound calls, emails, and chat support.
• Conduct quality audits of travel bookings, reservations, cancellations, refunds, and customer support processes.
• Ensure agents follow company policies, standard operating procedures (SOPs), and quality guidelines.
• Identify process gaps, errors, and areas of improvement in customer handling.
• Provide constructive feedback and coaching to agents to improve service quality.
• Prepare daily, weekly, and monthly quality reports, including audit scores and performance trends.
• Monitor key quality parameters such as accuracy, communication, customer satisfaction, resolution time, and process adherence.




• Coordinate with operations and training teams to improve overall service delivery.
• Identify recurring customer complaints and recommend corrective and preventive actions.
• Ensure a consistent and high-quality customer experience across all travel support operations. Required Skills & Qualifications
• Graduate in any discipline.
• 1–4 years of experience as a Quality Analyst in the Travel & Tourism industry.
• Good understanding of travel processes such as flight bookings, hotel reservations, cancellations, refunds, and itinerary management.
• Excellent verbal and written communication skills.
• Solid analytical and observation skills.
• Proficiency in MS Excel, reporting, and documentation.
• Ability to conduct quality audits and provide performance feedback.
• Strong attention to detail and problem-solving abilities. Preferred Experience
• Experience in travel BPO, travel agencies, airline support, or online travel companies (OTAs).
• Knowledge of GDS platforms such as Amadeus, Sabre, or Galileo will be an added advantage. Key Performance Indicators (KPIs)
• Quality audit scores.
• Process and policy adherence.
• Reduction in customer complaints.
• Improvement in agent performance.
• Accuracy of bookings and reservations.
• Customer satisfaction levels.

Skills:
it,cab,travel,certified software quality analyst,one

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