Key Responsibilities

- Monitor and evaluate customer calls to check the quality of communication, information
- shared, and process adherence.

- Conduct regular quality audits for sales and customer service teams.

- Check calls for proper customer handling, product knowledge, accuracy, and adherence
- to company processes.

- Identify mistakes, gaps, and areas of improvement during call audits.

- Share regular feedback with team members and Team Leaders.

- Maintain daily and monthly quality reports and audit records.

- Track quality scores and highlight recurring issues to the concerned team.

- Coordinate with Team Leaders and Operations Managers on quality-related concerns.

- Conduct calibration sessions whenever required to ensure consistency in quality
- evaluation.

- Check whether the team is following the defined SOPs, scripts, and company guidelines.

- Monitor customer interactions related to travel bookings, amendments, cancellations,

- refunds, and other travel-related queries.

- Identify training requirements based on quality observations and coordinate with the
- training team.





- Escalate serious quality issues or process violations to the reporting manager.

- Suggest improvements in processes and customer handling based on audit findings.

- Maintain proper documentation of quality audits, feedback, and action taken.

Requirements

- Minimum 3 years of experience in Quality / Quality Assurance.

- Experience in the Travel & Tourism industry will be preferred.

- Candidates from Travel, OTA, BPO, Customer Service, or Sales processes can be
- considered.

- Valuable communication and interpersonal skills.

- Strong observation and analytical skills.

- Good knowledge of MS Excel and reporting.

- Ability to identify gaps and provide clear and constructive feedback.

- Good understanding of customer service and process compliance.

- Ability to work closely with Operations, Sales, Training, and Team Leaders.

- Should be comfortable handling multiple audits and meeting timelines.

Pay: ₹32,000.00 per month

Work Location: In person

📌 Quality Analyst (Mumbai)
🏢 Atlas Tours u0026amp; Travels
📍 Mumbai