Role Description : Quality Analyst - Travel Process (BPO)

The Quality Analyst will play a critical role in driving service excellence within a high-volume BPO environment by monitoring, evaluating, and improving customer interactions across Voice, Chat, Email, and Back-office channels. This full time, on-site role is based in Noida and focuses on ensuring adherence to client requirements, compliance standards, process guidelines, and customer experience expectations.

The incumbent will conduct quality audits, evaluate agent performance against defined KPIs, identify behavioral and process gaps, and deliver actionable feedback to Customer Experience (CX) associates. The role requires close collaboration with Operations, Training, Team Leaders, and Client Stakeholders to improve agent effectiveness, customer satisfaction (CSAT), quality scores, and operational performance.

Key responsibilities include preparing and presenting quality reports, calibrating with internal and client teams, conducting root cause analysis, supporting process improvement initiatives, tracking quality trends, reducing repeat errors, and driving continuous improvement through coaching and data-driven insights. The Quality Analyst will also ensure alignment with Startek's customer-centric and empathy-driven service framework while contributing to overall business and client objectives.

Requirements :

- Minimum 2-4 years of experience in BPO Quality Analyst (QA), preferably in the Travel,



Customer Service, Hospitality, or Airline domain.
- Strong understanding of BPO quality frameworks, audit methodologies, quality scorecards, and performance management processes.
- Hands-on knowledge of the 7 Quality Control (QC) Tools and their application in process improvement and defect analysis.
- Experience in conducting transaction monitoring, quality audits, RCA (Root Cause Analysis), calibrations, and feedback/coaching sessions.
- Strong analytical skills with the ability to interpret performance data, identify trends, and provide actionable recommendations.
- Excellent verbal and written communication skills with the ability to influence stakeholders and engage frontline teams.
- Proficiency in MS Excel, reporting dashboards, and quality analytics.
- Familiarity with travel industry processes, reservations, ticketing, booking platforms, GDS tools (Amadeus, Sabre, Galileo), and customer service best practices will be an added advantage.
- Working knowledge of KPI metrics such as CSAT, NPS, FCR, AHT, Compliance, Accuracy, and Quality Scores.
- Ability to work in rotational shifts and a dynamic client-driven environment.
- Bachelor's degree in any discipline. Certifications in Six Sigma, COPC, Lean, Quality Management, or Process Excellence will be preferred.

Compensation : CTC: Up to ₹50,000 per month, plus additional company benefits as per policy.

📌 BPO Quality Analyst for Travel Process (Noida)
🏢 Startek
📍 Noida