Quality Analyst / Auditor

As a Quality Analyst / Quality Auditor at Cheap Flying Fares, based in Mohali, Sector 75, you will play a crucial role in ensuring high-quality customer interactions and service standards in the travel industry. With a focus on detail and process improvement, you will collaborate with the team to drive excellence and customer satisfaction. Key Responsibilities: - Monitor and evaluate inbound and outbound calls, chats, and emails to maintain quality standards. - Identify training needs and provide constructive feedback to team leaders and trainers. - Audit customer interactions for accuracy, empathy, and compliance with company guidelines. - Prepare quality reports, performance summaries, and trend analyses. - Collaborate with operations and training teams for process enhancements. - Conduct calibration sessions to uphold evaluation standards consistently. - Recommend corrective actions and best practices to enhance service quality. - Maintain confidentiality and data integrity in all processes. Qualifications Required: - Minimum 1-2 years of experience as a Quality Analyst / Quality Auditor, preferably in the travel or BPO industry. - Proficiency in quality monitoring tools, reporting techniques, and MS Excel. - Strong analytical, communication, and feedback delivery skills. - Understanding of customer service metrics, SLAs, and KPIs. - Flexibility to work in rotational shifts and week offs. About the Company: Cheap Flying Fares is a prominent travel solutions provider dedicated to offering affordable flight fares and top-notch travel support services. Operating 24/7, we prioritize value and customer satisfaction in assisting travelers worldwide. Our team upholds excellence, reliability, and transparency in every customer interaction. If you are ready to contribute to a dynamic and collaborative work culture, excel in a performance-driven environment, and enjoy perks such as cab facility, on-site meals, competitive salary, and flexible schedules, we encourage you to apply for the role of Quality Analyst / Auditor at Cheap Flying Fares. Send your resume to hr@cheapflyingfares.com with the subject line "Application for Quality Analyst / Auditor - Cheap Flying Fares.",