Call Quality Analyst - US Travel Process

Gupta And Company; Gurugram District; On-site; INR 300,000 - 450,000; Full time

Job summary

Gupta And Company in India is seeking a Quality Analyst for the US Travel Process. You will conduct call audits, monitor calls for accuracy, and ensure adherence to quality standards across flight, hotel, holiday, and cruise bookings.

You will verify passenger details, dates, fares, and booking accuracy while collaborating with Sales and Operations to resolve discrepancies. Strong communication, analytical and problem‑solving skills are essential, as is proficiency in MS Excel and accurate

Qualifications

• Bachelor's degree or currently pursuing graduation.
• Experience in travel industry is preferred for executive roles.
• Freshers with strong attention to detail and a willingness to learn are encouraged to apply for Internship roles.
• Strong communication, analytical, and problem-solving skills.
• Proficiency in MS Excel is mandatory.
• Good typing speed with high accuracy.
• Knowledge of travel booking systems (GDS such as Amadeus, Sabre, or Galileo) is an added advantage.

Responsibilities

• Conduct call audits to evaluate customer interactions for quality, compliance, and adherence to company standards.
• Monitor sales and service calls to ensure accurate product knowledge, professional communication, and proper objection handling.
• Evaluate call recordings based on predefined quality parameters and provide constructive feedback to agents.
• Review and audit flight, hotel, holiday package, and cruise bookings.
• Verify passenger details, travel dates, fares, pricing, and booking accuracy.
• Ensure all booking and service procedures are followed correctly.
• Identify and rectify errors before ticketing or voucher issuance.
• Coordinate with the Sales and Operations teams to resolve discrepancies.
• Maintain quality standards and help minimize booking errors and financial losses.
• Prepare daily, weekly, and monthly quality reports, identify trends, and recommend process improvements.

Skills

Strong communication

Analytical thinking

Problem solving

Attention to detail

Willingness to learn

Education

Bachelor's degree or pursuing graduation

Tools

MS Excel

Amadeus Sabre Galileo

Job description

Quality Analyst ( US Travel Process)

Working Days: 5 Days a Week
Shift: 6PM to 3AM

Key Responsibilities

• Conduct call audits to evaluate customer interactions for quality, compliance, and adherence to company standards.
• Monitor sales and service calls to ensure accurate product knowledge, professional communication, and proper objection handling.
• Evaluate call recordings based on predefined quality parameters and provide constructive feedback to agents.
• Review and audit flight, hotel, holiday package, and cruise bookings.
• Verify passenger details, travel dates, fares, pricing, and booking accuracy.
• Ensure all booking and service procedures are followed correctly.
• Identify and rectify errors before ticketing or voucher issuance.
• Coordinate with the Sales and Operations teams to resolve discrepancies.
• Maintain quality standards and help minimize booking errors and financial losses.
• Prepare daily, weekly, and monthly quality reports, identify trends, and recommend process improvements.

Requirements

• Bachelor's degree or currently pursuing graduation.
• Experience in the travel industry is preferred for Executive roles.
• Freshers with strong attention to detail and a willingness to learn are encouraged to apply for Internship roles.
• Strong communication, analytical, and problem-solving skills.
• Proficiency in MS Excel is mandatory.
• Good typing speed with high accuracy.
• Knowledge of travel booking systems (GDS such as Amadeus, Sabre, or Galileo) is an added advantage.