Quality Analyst / Auditor

Job Title: Quality Analyst / Quality Auditor – Travel Process

Company: Cheap Flying Fares
Location: Mohali, Sector 75
Employment Type: Full-Time
Shifts: Rotational (24×7 Operations) with Rotational Week Offs

About the Company

Cheap Flying Fares is a leading travel solutions provider based in Mohali, Sector 75, offering affordable flight fares and world-class travel support services. With a strong focus on delivering value and customer satisfaction, we operate 24×7 to assist travelers across the globe.

Our team of professionals ensures every customer interaction reflects our commitment to excellence, reliability, and transparency.

Job Summary

We are seeking a detail-oriented and experienced Quality Analyst / Quality Auditor to join our Customer Support division. The ideal candidate will have a minimum of 1 years of experience in quality monitoring, auditing, and process improvement—preferably in a travel or BPO environment.

As a Quality Analyst, you will evaluate customer interactions, identify areas for improvement, and ensure that service standards are consistently met or exceeded.

Key Responsibilities

• Monitor and evaluate inbound and outbound calls, chats, and emails to ensure adherence to quality standards and processes.
• Identify training needs and communicate 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 for management.
• Collaborate with operations and training teams to drive process improvements.
• Conduct regular calibration sessions to ensure consistent evaluation standards.
• Recommend corrective actions and best practices to enhance service quality.
• Maintain confidentiality and data integrity at all times.

Requirements

• Minimum 1-2 years of experience as a Quality Analyst / Quality Auditor, preferably in the travel or BPO industry.
• Strong knowledge of quality monitoring tools and reporting techniques.
• Excellent analytical, communication, and feedback delivery skills.
• Sound understanding of customer service metrics, SLAs, and KPIs.
• Proficiency in MS Excel, reporting, and documentation.
• Flexible to work in rotational shifts and rotational week offs.

Perks & Benefits

• Cab facility for pickup and drop.
• Meal facility available on-site.
• Competitive salary with performance-based incentives.
• Dynamic and collaborative work culture.

How to Apply

Send your resume to hr@cheapflyingfares.com with the subject line:“Application for Quality Analyst / Auditor – Cheap Flying Fares.”

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹30,000.00 per month

Benefits:

• Flexible schedule
• Food provided

Work Location: In person