Quality Analyst

DUTIES & RESPONSIBILITIES

• •Plan daily quality monitoring activities and select customer interactions for review.
• •Monitor customer calls and evaluate greeting, requirement gathering, communication, objection handling, and next actions.
• •Check whether customer travel requirements are captured correctly, including destination, dates, passengers, budget, hotels, itinerary, and special requirements.
• •Evaluate lead qualification and verify whether Hot, Warm, and Cold lead classifications are appropriate.
• •Review quotations for accuracy of itinerary, hotels, flights, transfers, inclusions, exclusions, pricing, discounts, and customer requirements.
• •Check follow-up quality and verify whether Sales Executives contact customers on the planned date and record customer responses correctly.
• •Monitor CRM records, WhatsApp, and email communication for accuracy, completeness, response quality, and process compliance.
• •Audit confirmed bookings and verify customer details, payment information, documents, booking confirmations, acknowledgements, and handover to Operations.
• •Identify critical errors such as incorrect pricing, incorrect package information, missing requirements, incorrect booking information, or unauthorized commitments, and escalate them promptly.
• •Prepare QA feedback for Sales Executives with specific observations, examples, corrective actions, and review timelines.
• •Conduct coaching and refresher training based on recurring quality gaps and recheck employee performance after training.
• •Analyse quality trends, track corrective actions, coordinate with Team Leaders and Operations, and prepare daily, weekly, and monthly quality reports for management.

QUALIFICATIONS & EXPERIENCE

• •Bachelor's degree in any discipline.
• •Freshers with strong communication skills and willingness to learn are encouraged to apply.
• •Experience in Tours & Travels, Quality Analysis, Customer Service, Sales Support, or related fields will be an advantage.
• •Minimum 1 year of relevant work experience is mandatory.
• •Experience in monitoring customer calls or sales processes will be preferred.
• •Basic understanding of travel sales and booking processes will be an advantage.

SKILLS & ABILITIES

• •Good verbal and written communication skills.
• •Strong listening and observation skills.
• •Good attention to detail.
• •Ability to identify errors and process gaps.
• •Good analytical and problem-solving skills.
• •Good time management and follow-up skills.
• •Ability to handle multiple audits and tasks.
• •Ability to give clear and constructive feedback.
• •Basic computer and documentation skills.
• •Professional and positive attitude.
• •Ability to work with Sales, Operations, and Management teams.
• •Willingness to learn travel products, processes, and company SOPs.

TOOLS & TECHNOLOGY

• •CRM / Lead Management System
• •Calling / Call Recording System
• •WhatsApp
• •Zoho Email or Email System
• •MS Excel
• •MS Word
• •Google Sheets / Google Workspace
• •QA Checklists and Quality Trackers
• •Travel package and quotation systems used by the company