Quality Analyst

Weekday AI (YC W21); Gurugram District; On-site; INR 100,000 - 1,070,000; Full time

Job summary

A leading staffing firm is seeking a Quality Analyst for its client in Gurugram. You will monitor customer interactions in the Travel & Ticketing department, ensuring adherence to quality standards. The ideal candidate should be fluent in German and have a strong background in BPOs or international contact centers. Key responsibilities include conducting audits, offering coaching, and generating reports. This full-time position requires availability for rotational shifts aligned with European business hours.

Qualifications

• Minimum of 2-3 years experience in a BPO or International Contact Center.
• At least 1 year as a Quality Analyst in a Travel or Ticketing environment.
• Practical experience with GDS systems.

Responsibilities

• Oversee and assess quality of customer interactions in Travel & Ticketing department.
• Monitor quality and conduct audits.
• Provide performance feedback and coaching.
• Improve processes and generate reports.

Skills

Quality Auditing

Quality Monitoring

Fluent in German at C1/C2

High proficiency in English

Education

Degree in any field

Background in Travel & Tourism

Tools

GDS systems (Amadeus, Sabre, Galileo)

MS Office (Excel, PowerPoint)

Job description

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