Senior Quality Analyst

Job Description

Job Title: Senior Quality Analyst – PPC Travel Location: [Insert Location] Experience: 1–3 years (Minimum 1 year in PPC Travel process) Job Type: Full-Time Department: Quality / Operations Industry: Travel & Tourism / BPO / KPO Job Summary: We are seeking a detail-oriented and proactive Senior Quality Analyst with experience in PPC (Pay-Per-Click) travel sales. The ideal candidate will be responsible for monitoring, evaluating, and enhancing the quality of calls, chats, and emails, ensuring that agents adhere to process standards and deliver exceptional customer experiences. Key Responsibilities: Monitor live and recorded calls/chats/emails of travel sales agents to assess quality. Evaluate agent performance against predefined quality metrics and provide actionable feedback. Conduct regular audits of PPC campaigns, sales processes, and compliance checks. Identify process gaps and recommend improvement initiatives to management. Deliver coaching and mentoring sessions to agents to improve quality and performance. Analyze trends and prepare quality reports and dashboards for the management team. Work closely with training and operations teams to drive performance improvements. Ensure adherence to company policies, compliance standards, and client requirements. Required Skills: Strong knowledge of PPC travel sales processes and tools. Good understanding of quality monitoring tools and audit techniques. Excellent communication, coaching, and interpersonal skills. Analytical mindset with attention to detail. Proficiency in MS Excel, QA tools, and CRM systems. Ability to handle multiple tasks and work in a fast-paced environment. Educational Qualification: Graduate in any stream (Travel or Quality certifications preferred). Minimum 1 year of experience in a QA role in a PPC travel sales process is mandatory. Job Type: Full-time Pay: ₹480,000.00 - ₹500,000.00 per year Benefits: Cell phone reimbursement Health insurance Paid time off Schedule: Night shift Experience: PPC Campaign Management: 1 year (Required) senior quality analyst: 1 year (Required) Location: New Delhi, Delhi (Required) Work Location: In person Speak with the employer +91 9176764451 Application Deadline: 21/06/2025 Expected Start Date: 19/06/2025