Executive - Quality Analyst

Position: Quality Executive

Experience: 3+ Years

Industry: Travel & Tourism

Location: Mumbai

Job Summary

We are looking for a Quality Executive with 3+ years of experience to monitor and maintain the quality of customer interactions and ensure that the team follows the required processes and service standards. The person will be responsible for monitoring calls and other customer interactions, identifying gaps, sharing feedback with the team, and working with the operations team to improve overall quality and customer experience.

Key Responsibilities

• Monitor and evaluate customer calls to check the quality of communication, information
• shared, and process adherence.
• Conduct regular quality audits for sales and customer service teams.
• Check calls for proper customer handling, product knowledge, accuracy, and adherence
• to company processes.
• Identify mistakes, gaps, and areas of improvement during call audits.
• Share regular feedback with team members and Team Leaders.
• Maintain daily and monthly quality reports and audit records.
• Track quality scores and highlight recurring issues to the concerned team.
• Coordinate with Team Leaders and Operations Managers on quality-related concerns.
• Conduct calibration sessions whenever required to ensure consistency in quality
• evaluation.
• Check whether the team is following the defined SOPs, scripts, and company guidelines.
• Monitor customer interactions related to travel bookings, amendments, cancellations,
• refunds, and other travel-related queries.
• Identify training requirements based on quality observations and coordinate with the
• training team.
• Escalate serious quality issues or process violations to the reporting manager.
• Suggest improvements in processes and customer handling based on audit findings.
• Maintain proper documentation of quality audits, feedback, and action taken.

Requirements

• Minimum 3 years of experience in Quality / Quality Assurance.
• Experience in the Travel & Tourism industry will be preferred.
• Candidates from Travel, OTA, BPO, Customer Service, or Sales processes can be
• considered.
• Good communication and interpersonal skills.
• Strong observation and analytical skills.
• Good knowledge of MS Excel and reporting.
• Ability to identify gaps and provide clear and constructive feedback.
• Good understanding of customer service and process compliance.
• Ability to work closely with Operations, Sales, Training, and Team Leaders.
• Should be comfortable handling multiple audits and meeting timelines.

Key Skills

Quality Auditing | Call Monitoring | Customer Handling | Process Compliance | Feedback &Coaching | Reporting | MS Excel | SOP Adherence | Customer Experience

Preferred Candidate

Candidates with prior experience in Travel & Tourism, Travel Sales, Customer Service, OTA, or BPO processes will be preferred.