Quality Analyst-Travel Analyst

Job Title: Quality Analyst

Department: Operations

ROLE

• The objective for this role is to support the corporate travel division with the review and
• deployment of initiatives developed to enhance end to end standard processes within the quality
• control system and other 3rd party vendor applications.
• The specialist is directly involved in overseeing the quality of our PNR transactions, corporate
• end to end process, including mid office routines and the quality of automation developed for
• productivity and increased revenue.
• The specialist will be directly involved in implementing and monitoring programs for efficient
• fulfillment and account change management.
• The specialist will facilitate and participate in projects that impact our organization as a whole.
• This individual is directly involved with the implementation of clients helping to ensure complete
• end to end processing of client services and is responsible for reviewing and delivering content
• for the training of corporate travel counselors on operational & service standards.
• This position reports to the Director of Quality and Development, and will have a high level of
• communication and coordination between departments.
• Monitor GDS requirements and technical issues related to quality control systems, agent tools,
• and scripts.

RESPONSIBILITIES

 Quality control of propriety system as well as 3rd party vendor applications.

 Mid office automation routines with quality

 Doing regular testing and finding out BUGS if any

 Setting of quality parameters

 Audit process and travel bookings

 Identify process inconsistencies and recommend improvements to reduce error

 Assist in developing QA framework

 Deployment of initiatives developed to enhance end to end standard processes

 Participate in new client implementations and existing client change management

requests Provide consultation on capabilities and collect requirements and provide an

oversight of quality control & reporting processes..

REQUIREMENTS

 8+ years travel operations and/or travel experience.

 Bachelors’ degree or equivalent experience.

 Strong Teamwork and interpersonal skills, strong organizational skills required to handle

multiple projects and priorities simultaneously.

 Knowledge of reporting systems & an understanding of quality control systems

 Competence with the technical environment, reservation products and procedures with

an understanding of industry standards.

 Excellent verbal and communication skills. Proficient in setting and managing internal

and external customer expectations.

 Creative, logical, independent, strong organizational and project management skills,

detail oriented.

 Experience of Amadeus is must

 Certification in Six Sigma is must