Call Quality Analyst

Company Description

ETrav is a trusted travel tech platform serving over 35,000 travel agents across India. Our all-in-one B2B travel portal provides access to 950+ airlines, 5,00,000+ hotels, visa assistance, travel insurance, and specialized API & White Label solutions. With the acquisition of Eagle Crest DMC, ETrav now offers exclusive holiday packages and MICE services to destinations such as UAE, Vietnam, Thailand, and Bali. ETrav simplifies the booking journey with real-time availability, instant confirmations, easy cancellations, and 24/7 support. We focus on technology, pricing, and partner-first service to help travel agents enhance their business efficiency and profitability.

Role Description

This is a full-time on-site role for a Call Quality Analyst located in Mumbai. The Call Quality Analyst will evaluate and analyze call center interactions to ensure quality standards, provide feedback to improve service delivery, maintain quality control measures, and support continuous improvement initiatives. The role involves regular collaboration with team members and management to enhance overall customer service experience.

Qualifications

• Analytical Skills and Quality Control expertise
• Quality Assurance and Quality Management experience
• Excellent Communication skills
• Attention to detail and the ability to work independently
• Previous experience in a call center or customer service environment is advantageous
• Familiarity with call quality monitoring tools and software is beneficial
• Bachelor's degree in Business, Communications, or a related field is preferred