About Fine Destination

Fine Destination is an outsourcing company based at Infopark, Kochi, with a growing focus on travel operations. We support a wholesaler and MDC clients across India, the UK and the UAE.

About the role

We are looking for a Quality Coach to monitor, evaluate and coach a team of 15-20 travel operations executives who communicate with hotels and travel agents by phone and email. You will help us keep service quality, accuracy and professionalism consistently high.

Key responsibilities

- Audit calls and emails every week and score them against a QA scorecard
- Check booking accuracy (dates, rates, room types, inclusions, cancellation terms) and flag errors early
- Give one-to-one, example-based feedback and set improvement plans for each team member
- Run short training sessions and create templates,



scripts and quick-reference guides
- Prepare weekly agent-wise reports and a monthly quality dashboard for management
- Identify error trends and recommend process improvements

Requirements

- 3-5 years of experience in travel operations, reservations or BPO quality
- At least 1-2 years in a QA, trainer or team lead role
- Excellent spoken and written English
- Working knowledge of hotel booking and B2B travel agent workflows
- Positive Excel and reporting skills
- Fair, objective and diplomatic when giving feedback
- Graduate in any discipline; a QA or training certification is an advantage

📌 Quality Coach (Voice & Non-Voice) (Kochi)
🏢 Fine Destination
📍 Kochi