Quality Analyst

This role is for one of the Weekday's clients

Salary range: Rs 100000 - Rs 1070000 (ie INR 1 - 10.7 LPA)

Min Experience: 2 years

Location: Gurugram

JobType: full-time

In the role of Quality Analyst, you will be tasked with overseeing and assessing the quality of customer interactions—whether by voice, email, or chat—in our Travel & Ticketing department. Your focus will be on ensuring that our travel consultants deliver precise information, adhere to ticketing procedures, and uphold a high level of proficiency in the German language while providing outstanding service.

Key Responsibilities:

• Monitoring Quality & Auditing
• Providing Performance Feedback & Coaching
• Improving Processes & Generating Reports
• Ensuring Compliance Specific to Travel

Qualifications & Experience:

• Education: A degree in any field (background in Travel & Tourism is advantageous).
• Language Proficiency: Fluent in German at C1/C2 or native level (both written and spoken). High proficiency in English is also required.
• Experience:
• A minimum of 2–3 years in a BPO or International Contact Center.
• At least 1 year as a Quality Analyst in a Travel or Ticketing environment.
• Technical Skills:
• Practical experience with GDS systems (Amadeus, Sabre, or Galileo).
• A solid understanding of ticketing life cycles (Booking → Issuance → Re-issue → Refund).
• Proficient in MS Office (Excel, PowerPoint) for reporting purposes.

Shift & Benefits:

• Shifts: Must be available to work in rotational shifts that align with European business hours.

Skills

Quality Auditing

Quality Monitoring