Quality Analyst

Book My Tour Now; India; On-site; INR 420,000 - 700,000; Full time

Job summary

Book My Tour Now is seeking a Quality Assurance Analyst to monitor and review travel interactions, ensuring accurate capture of customer requirements and smooth handoffs to Operations.

The role involves evaluating calls, quotations, and follow-ups, with emphasis on identifying process gaps and delivering actionable feedback to Sales and Operations teams. Freshers are welcome with strong communication and a willingness to learn travel products.

Qualifications

• Bachelor's degree in any discipline is required.
• 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 is advantageous.
• Minimum 1 year of relevant work experience is mandatory.
• Experience in monitoring customer calls or sales processes will be preferred.

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 customer 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, 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 observations, examples, corrective actions, and review timelines.
• Conduct coaching and refresher training based on recurring quality gaps and recheck 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.

Skills

Communication skills

Active listening

Attention to detail

Analytical thinking

Feedback delivery

Time management

Multi-tasking

Documentation

Team collaboration

Willingness to learn travel products

Education

Bachelor's degree

Tools

MS Excel

MS Word

Google Sheets

Zoho Email

QA checklists

Quality trackers

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