Quality Analyst- Call Audits

Job Description

Job Summary We are looking for a detail-oriented Quality Analyst to join our Travel Sales team, mainly to focus on call audits. Your role will be to review customer calls to ensure sales agents follow quality standards and provide excellent service. Your feedback will help improve agent performance, boost customer satisfaction, and support better sales results. Responsibilities and Duties Listening to the live and recorded interactions between the customer and the agent and analyzing with respect to the set parameters to ensure the customer experience is up to the mark. Conducting audits to check procedure adherence. Handling nesting batches and supporting training with Mock Calls for quality and product knowledge. Give training to new Hires on company process, procedures, quality, and VOC (voice of customer). Complaint handling and resolution by analyzing the area of defects. Monitoring calls to evaluate agent performance on skills, product knowledge, and call quality. Working on Galileo to update on product and fare knowledge/Developing new innovative ideas to improve quality fare knowledge. Conducting Dip Check on Documentation adherence E.g.: Case to call ratio. Update promotions, industry changes, and airline procedures and policies to team and team leaders and make sure that everyone is aware of any changes. Mapping the performance of every executive & lead them to a better understanding of Mann Travel process, flow, and products. Generating and analyzing performance and skill reports. Ensuring the quality and team leaders calibrated as per the client’s requirement. Conduct debriefing sessions with the team leaders and agents to encourage them in their areas of improvement. Overall 20 calls/day mandate. Salary: 25000/- onwards Shift Timings: Flexible Contact 7009944662 Job Type: Full-time Ability to commute/relocate: Phase-8B, Industrial Area, Mohali, Punjab: Reliably commute or planning to relocate before starting work (Preferred) Education: Bachelor's (Preferred) Work Location: In person