Quality Analyst

Book My Tour Now; Gurugram District; On-site; INR 350,000 - 480,000; Full time

Job summary

Book My Tour Now is seeking a QA professional to plan daily quality reviews of customer interactions, monitor calls, verify travel details, and ensure accurate quotations and bookings. You will audit CRM activity, messages, and handovers to Operations, identify critical errors, and provide targeted coaching.

You will also track quality trends and prepare regular reports for management, collaborating with Sales, Operations, and Management teams to close gaps and improve process adherence.

Qualifications

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

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 lead classifications (Hot/Warm/Cold).
• Review quotations for accuracy of itinerary, hotels, flights, transfers, inclusions, exclusions, pricing, discounts, and requirements.
• Check follow-up quality and verify Sales Executives contact customers on planned dates and record responses.
• Monitor CRM records, WhatsApp, and email communication for accuracy and process compliance.
• Audit confirmed bookings and verify customer details, payments, documents, confirmations, and handover to Operations.
• Identify critical errors and elevate them promptly.
• Prepare QA feedback with observations, examples, corrective actions, and timelines.
• Conduct coaching and refresher training based on gaps and recheck performance.
• Analyse quality trends, track corrective actions, and prepare daily/weekly/monthly reports.

Skills

Communication

Listening

Attention to detail

Analytical skills

Time management

Feedback delivery

Multitasking

Teamwork

Travel product

Education

Bachelor's degree

Tools

CRM

Call recording

Zoho

MS Excel

MS Word

Google Sheets

Email system

Job description

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 elevate 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

• Bachelors 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

Required Skills

sales process communication skills