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- 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.
- Robust 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

📌 Quality Analyst (Gurugram)
🏢 The UrbanIndia
📍 Gurugram