Quality & Process Analyst – Travel Operations (Amadeus / GDS)

Quality & Process Analyst – Travel Operations

Key Responsibilities

• Develop, implement, and manage processes to maintain optimal operational performance and customer satisfaction.
• Define and monitor quality standards and parameters for travel operations and ticketing procedures.
• Conduct quality checks and perform

  mystery calls

  to ensure accurate and consistent customer interactions.
• Audit and oversee all tickets issued through

  GDS systems (Amadeus)

  and related travel platforms.
• Identify and analyze operational issues, defects, and inefficiencies; recommend and facilitate practical solutions.
• Deliver insights into performance drivers and propose process improvements based on data and customer feedback.
• Design quality guidelines and collaborate with managers to achieve high team performance.
• Conduct calibration sessions and team meetings to maintain system stability and alignment.
• Facilitate onboarding sessions, presentations, and simulations for new hires to ensure quality understanding.

Requirements

• Minimum

  1 year of experience

  in a similar role (Travel QA / Process Analyst / Operations Analyst).
• Hands-on experience with

  Amadeus

  and related

  GDS/ticketing systems

  .
• Working knowledge of

  CRM tools

  and travel management platforms.
• Strong analytical, problem-solving, and process improvement mindset.
• Excellent verbal and written communication skills.
• Strong leadership, organizational, and time management skills.
• Attention to detail and commitment to high-quality service delivery.

Why Join Us

Be part of a fast-growing team that values innovation, accuracy, and excellence. You’ll work closely with leadership to improve systems, enhance customer experience, and help shape the quality culture across the organization.