Posted:1 day ago|
Platform:
On-site
Full Time
NOTE - NO FRESHER PROFILES WILL BE ENTERTAINED.
Job Title: Quality Analyst – US Travel Process
Location: Gurgaon
Department: Operations
Reports To: Operations Manager
Employment Type: Full-Time
We are seeking a detail-oriented and analytical *Quality Analyst* with experience in the travel and tourism industry. The ideal candidate will be responsible for monitoring and evaluating the quality of Sales and operational processes, identifying gaps, and driving improvements across travel services (Car Rental Process). Your insights will directly impact customer satisfaction and service excellence.
Key Responsibilities:
* Evaluate and audit calls, emails, chats, and bookings handled by customer support or travel consultants.
* Develop quality assurance procedures and ensure alignment with industry and organizational standards.
* Monitor performance metrics such as response accuracy, turnaround time (TAT), and adherence to process protocols.
* Identify trends, errors, and opportunities for process or behavior improvement.
* Collaborate with operation team to provide feedback, support coaching sessions, and enhance agent performance.
* Assist in root cause analysis of customer complaints and suggest preventive measures.
* Contribute to continuous improvement initiatives for service delivery and customer experience.
* Maintain updated knowledge of travel products, destinations, airline GDS systems (Amadeus, Sabre, Galileo), and global travel regulations.
Required Skills & Qualifications:
* Bachelor’s degree in Travel & Tourism, Business Administration, or related field.
* 1-2 years of experience in a quality analyst role within the travel industry (B2C).
* Strong understanding of travel operations, including flights, hotels, and package bookings.
* Excellent communication, observation, and analytical skills.
* Proficiency in MS Office (Excel, PowerPoint, Word) and QA tools.
* Ability to multitask and work independently in a dynamic environment.
* Strong attention to detail and commitment to service excellence.
Preferred Qualifications:
* Prior experience in a travel BPO or OTA (Online Travel Agency).
* Exposure to international markets and travel compliance standards.
Why Join Us?
* Work with a leading brand in the travel industry
* Opportunity to contribute to service quality improvement initiatives
* Collaborative and inclusive work culture
* Growth and upskilling opportunities
To Apply:
Send your resume at adyasha@i2a.co / 9667746753.
Location: Gurgaon
Department: Operations
Reports To: Operations Manager
Employment Type: Full-Time
We are seeking a detail-oriented and analytical Quality Analyst with experience in the travel and tourism industry. The ideal candidate will be responsible for monitoring and evaluating the quality of Sales and operational processes, identifying gaps, and driving improvements across travel services (Car Rental Process). Your insights will directly impact customer satisfaction and service excellence.
Key Responsibilities:
* Evaluate and audit calls, emails, chats, and bookings handled by customer support or travel consultants.
* Develop quality assurance procedures and ensure alignment with industry and organizational standards.
* Monitor performance metrics such as response accuracy, turnaround time (TAT), and adherence to process protocols.
* Identify trends, errors, and opportunities for process or behavior improvement.
* Collaborate with operation team to provide feedback, support coaching sessions, and enhance agent performance.
* Assist in root cause analysis of customer complaints and suggest preventive measures.
* Contribute to continuous improvement initiatives for service delivery and customer experience.
* Maintain updated knowledge of travel products, destinations, airline GDS systems (Amadeus, Sabre, Galileo), and global travel regulations.
Required Skills & Qualifications:
* Bachelor’s degree in Travel & Tourism, Business Administration, or related field.
* 1-2 years of experience in a quality analyst role within the travel industry (B2C).
* Strong understanding of travel operations, including flights, hotels, and package bookings.
* Excellent communication, observation, and analytical skills.
* Proficiency in MS Office (Excel, PowerPoint, Word) and QA tools.
* Ability to multitask and work independently in a dynamic environment.
* Strong attention to detail and commitment to service excellence.
Preferred Qualifications:
* Prior experience in a travel BPO or OTA (Online Travel Agency).
* Exposure to international markets and travel compliance standards.
Why Join Us?
* Work with a leading brand in the travel industry
* Opportunity to contribute to service quality improvement initiatives
* Collaborative and inclusive work culture
* Growth and upskilling opportunities
To Apply:
Send your resume at adyasha@i2a.co / 9667746753.
Job Types: Full-time, Permanent
Pay: Up to ₹35,000.00 per month
Benefits:
Work Location: In person
Speak with the employer
+91 9654101572
I2A Technologies
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4.2 - 4.2 Lacs P.A.
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