Quality Analyst

Job Title: Quality Analyst Aviation Process (BPO) Location: Noida Department: Quality Employment Type: Full-Time Shift: Rotational / As per process requirement Job Summary: We are looking for a detail-oriented and experienced Quality Analyst with an aviation background to monitor, evaluate, and improve the performance of customer service associates handling airline-related processes. The ideal candidate will possess in- depth knowledge of aviation customer service and demonstrate strong analytical and communication skills suited to a fast-paced BPO environment. Key Responsibilities: ¢ Monitor calls, chats, and emails related to aviation processes (e.g., reservations, check-in, baggage, ticketing, etc.) to ensure quality standards. Evaluate agent performance against quality guidelines, SLAs, and client-specic KPIs. Provide constructive feedback and coaching to agents for continuous improvement. ¢ ¢ Identify trends, root causes, and areas of improvement through quality audits. Collaborate with Training and Operations teams to develop and implement corrective action plans. ¢ ¢ ¢ ¢ Prepare and present quality reports, dashboards, and RCA documentation to stakeholders. Participate in calibration sessions with clients and internal teams to ensure scoring consistency. Recommend process improvements based on QA insights and customer feedback. Ensure compliance with process guidelines, policies, and aviation service protocols. Candidate Prole:

¢ ¢ Education: Graduate in any stream (aviation/travel & tourism certication preferred). Experience: o 2+ years in aviation industry (cabin crew, ground sta, customer service, etc.). o 1+ year in a Quality Analyst or Quality Monitoring role in a BPO setup preferred. ¢ Sound understanding of airline processes and customer experience expectations. ¢ ¢ ¢ ¢ Procient in GDS tools (Amadeus, Galileo, Sabre) is a plus. Strong analytical, observation, and documentation skills. Excellent verbal and written communication. Familiarity with quality tools, scoring mechanisms, and QA dashboards. Preferred Skills: ¢ ¢ ¢ Exposure to international airline processes or customer service. Knowledge of quality frameworks like Six Sigma, COPC (added advantage). Procient in MS Excel, PowerPoint, and QA monitoring tools. Compensation: As per company standard