Quality Audit – Job Description (Travel Process)

Location – Navi Mumbai

Key Job Responsibilities:

➢ Checking/Supervising overall performance of the team.

➢ Monitoring calls/email transactions on a daily basis

➢ Use of different modes for feedback

➢ Conduct Team meetings and discuss evaluation scores, common fatal and share best

Practices.

➢ Communicate process/quality updates on a regular basis.

➢ Identify common Areas of Improvement and conduct refresher trainings.

➢ Generate reports and analyze data regarding the overall performance on a

weekly/Fortnightly/monthly basis, along with action plans for improvement.

➢ Provide suggestions regarding process improvements and increasing customer

satisfaction levels.

➢ Participate and conduct joint calibration sessions with the Operations, Outsourced partners,

and Training teams.

➢ Ensure that the targets regarding the overall quality and Customer Satisfaction levels are

met and exceeded.

Job Requirements:

➢ Excellent knowledge of business understanding of Travel Technology (computer

reservations systems, GDS systems and e-travel), Amadeus & Galileo mandatory.

➢ Need to have a knowledge of ADMs (Airline Debit Memo) and its understanding.

➢ Need to be proficient in English & Hindi; knowledge of additional languages is an advantage.

➢ Need to be able to interface with IT/HR/ Training/Operations to collate data & generate

various quality reports.

➢ Need to be well versed in various areas of travel (Domestic/International,

Business/Holidays, Group/Individual, etc. Need to have exemplary customer service skills

with the ability to handle crisis and escalations.

➢ IATA certification will be an added advantage.

➢ Should be ready to work in shifts if required. Experience Minimum 2-3 years of experience

as a Quality Analyst in a domestic/international BPO. Qualification Graduate and above

Others Computer savvy; Highly qualified to manage customer expectations and telephone /

email etiquettes.