Quality Analyst

Bookmytournow; Gurugram District; On-site; INR 300,000 - 600,000; Full time

Job summary

Bookmytournow is hiring a Quality Analyst to oversee daily QA activities for travel bookings and customer interactions. You will monitor calls, verify travel details, and ensure accurate quotations and follow-ups across CRM, WhatsApp, and email channels.

The role requires at least 1 year of relevant experience, or freshers with strong communication skills who are eager to learn. Familiarity with travel sales processes and QA practices is advantageous.

Qualifications

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

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 (destination, dates, passengers, budget, hotels, itinerary, special requirements).
• Evaluate lead qualification and verify lead classifications (Hot, Warm, Cold).
• Review quotations for accuracy of itinerary, hotels, flights, inclusions, exclusions, pricing, discounts.
• Check follow-up quality and record whether Sales Executives contact customers on planned dates.
• Monitor CRM records, WhatsApp, and email communication for accuracy and process compliance.
• Audit confirmed bookings and verify customer details, payment, documents, and handover to Operations.
• Identify critical errors (pricing, package information, missing requirements) and elevate 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

Observation

Analytical thinking

Problem solving

Time management

Feedback delivery

Education

Bachelor's degree (any discipline)

Tools

Call Recording System

WhatsApp

Zoho Email / Email System

MS Excel

MS Word

Google Sheets / Workspace

QA Checklists

Travel package systems

Job description

• 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

• Bachelor's 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.
• 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

• 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