Job Description – Quality Analyst (Travel Process) Job Title: Quality Analyst
Industry: Travel & Tourism
Department: Quality / Operations
Job Type: Full-Time
Experience: 1–4 Years
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.
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.
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.
Graduate in any discipline.

- 1–4 years of experience as a Quality Analyst in the Travel & Tourism industry.
- Positive understanding of travel processes such as flight bookings, hotel reservations, cancellations, refunds, and itinerary management.
- Proficiency in MS Excel, reporting, and documentation.
- Ability to conduct quality audits and provide performance feedback.
- Preferred Experience

Experience in travel BPO, travel agencies, airline support, or online travel companies (OTAs).
Key Performance Indicators (KPIs)
Quality audit scores.
Process and policy adherence.
Reduction in customer complaints.
Improvement in agent performance.

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