Job Title: Quality Audit – Travel Process

???? Location: Navi Mumbai, Maharashtra
???? Job Type: Full-time, Permanent
???? Pay: ₹40,000 - ₹50,000 per month
⏰ Shift: Day shift, Monday to Friday

Job Overview:

We are looking for a Quality Analyst with 2-3 years of experience in a domestic/international BPO environment, specifically in the travel industry. The ideal candidate will monitor and improve the overall performance of the team, ensuring excellent quality standards in customer service and transactions.

Key Responsibilities:

• Team Supervision: Check and supervise the overall performance of the team.

• Quality Monitoring: Monitor calls and email transactions daily to ensure quality compliance.

• Feedback Management: Use various modes for providing feedback to team members.

• Team Meetings: Conduct meetings to discuss evaluation scores, common issues, and best practices.

• Process/Quality Updates: Communicate regular updates on processes and quality metrics.

• Training and Development: Identify areas for improvement and organize refresher training sessions.

• Performance Reporting: Generate weekly/fortnightly/monthly reports and action plans for improving performance.

• Process Improvement: Provide suggestions to improve processes and enhance customer satisfaction levels.

• Collaboration: Participate in calibration sessions with Operations, Outsourced Partners, and Training teams.

• Quality and Customer Satisfaction: Ensure the quality targets and customer satisfaction levels are met and exceeded.

Key Requirements:

• Experience:

  • Minimum 2-3 years in a Quality Analyst role in the BPO industry (Travel process preferred).

  • Experience with Travel Technology, including GDS systems like Amadeus and Galileo is mandatory.

• Skills:

  • Knowledge of ADMs (Airline Debit Memo) and understanding of the travel industry.

  • Strong communication skills in English and Hindi; additional language skills are a plus.

  • Strong understanding of Travel (Domestic/International), Business/Holidays, and Group/Individual travel.

  • Excellent customer service skills, crisis management, and escalation handling.

• Technical Proficiency:

  • Must be proficient in Travel Reservations Systems and e-travel platforms.

  • Familiarity with Amadeus and Galileo GDS systems.

  • IATA certification is preferred.

• Additional Requirements:

  • Ability to work in shifts if required.

Benefits:

• Competitive Salary: ₹40,000 - ₹50,000 per month

• Full-time, Permanent position

• Monday to Friday, Day shift

Education:

• Required: Bachelor's degree

Experience:

• Travel Planning: 2 years

• Travel Reservations Systems: 2 years

• E-travel: 2 years

• GDS Systems (Galileo, Amadeus): 2 years

• Airline Debit Memo: 2 years

For more details or to apply, please send your resume.