Quality & Process Analyst Travel Operations

As a Quality & Process Analyst - Travel Operations, you will play a crucial role in ensuring that operational performance consistently meets high standards of customer satisfaction, accuracy, and service excellence. Your responsibilities will include: - Developing, implementing, and managing processes to maintain optimal operational performance and customer satisfaction. - Defining and monitoring quality standards and parameters for travel operations and ticketing procedures. - Conducting quality checks and performing mystery calls to ensure accurate and consistent customer interactions. - Auditing and overseeing all tickets issued through GDS systems (Amadeus) and related travel platforms. - Identifying and analyzing operational issues, defects, and inefficiencies; recommending and facilitating practical solutions. - Delivering insights into performance drivers and proposing process improvements based on data and customer feedback. - Designing quality guidelines and collaborating with managers to achieve high team performance. - Conducting calibration sessions and team meetings to maintain system stability and alignment. - Facilitating onboarding sessions, presentations, and simulations for new hires to ensure quality understanding. In order to excel in this role, you should meet the following qualifications: - 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. Joining our team will provide you with the opportunity to be part of a fast-growing environment that values innovation, accuracy, and excellence. You will work closely with leadership to improve systems, enhance customer experience, and help shape the quality culture across the organization.,