Quality Analyst – Flight & Hotel Bookings

Aertrip India Limited; New Delhi; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Aertrip India Limited is seeking a detail-oriented Quality Analyst for Flight & Hotel Bookings to ensure booking accuracy, operational compliance, and high-quality customer interactions. You will perform QA audits on flight and hotel bookings, review PNRs across Amadeus, Galileo, and Sabre, and drive CAPA-based improvements.

Collaborate with Operations, Product, Training, and Leadership to implement SOP updates, dashboards, and reports that raise service levels and reduce airline penalties.

Qualifications

• Strong travel domain knowledge (OTA / airline operations / GDS workflows).
• Hands-on experience with Amadeus, Galileo, or Sabre (PNR creation, refunds, etc.).
• Excellent communication, documentation, and feedback delivery skills.
• Strong analytical and reporting abilities (Excel/Sheets).
• Understanding of BSP, ARC, ADM/ACM, fare rules, and industry standards.

Responsibilities

• Conduct quality audits for flight and hotel bookings, including tickets, amendments, cancellations, refunds, and ancillaries.
• Review PNRs in Amadeus / Galileo / Sabre to verify fare accuracy and policy adherence.
• Identify errors and CAPA; implement corrective actions.
• Evaluate customer interactions and provide structured feedback to agents.
• Create quality dashboards, trackers, and QA reports for management.
• Support training with SOP updates and process improvements.
• Ensure high accuracy, SLA adherence, and operational compliance.
• Collaborate with Operations, Product, Training, and Leadership teams.

Skills

Travel domain knowledge

Communication skills

Analytical skills

Documentation skills

Feedback delivery

Reporting abilities

Tools

Amadeus

Galileo

Sabre

Job description

Quality Analyst – Flight & Hotel Bookings

Quality Analyst – Flight & Hotel Bookings

Type: Travel Operations – QA

Job Time: 10 to 7

Job Title: Quality Analyst – Flight & Hotel Bookings

About the Role

Aertrip is seeking a highly detail-orientated and analytical quality analystwith strong expertise in the travel domain. The ideal candidate will ensure booking accuracy, operational compliance, and exceptional customer service quality. This role requires hands-on experience with GDS platforms, airline workflows, fare rules, and ADM/ACM risk management.

Key Responsibilities

Conduct quality audits for flight and hotel bookings, including ticketing, amendments, cancellations, refunds, and ancillaries.

Review PNRs in Amadeus / Galileo / Sabre to verify fare accuracy, booking class, SSR/OSI compliance, and adherence to airline policies.

Identify booking errors and process gaps; recommend corrective and preventive actions (CAPA).

Evaluate customer interactions (calls, chats, emails) and provide structured feedback to agents.

Monitor ADM/ACM trends and implement actions to reduce avoidable airline penalties.

Create quality dashboards, trackers, and detailed QA reports for management.

Support training teams with SOP updates, knowledge documents, and process improvements.

Ensure high accuracy, SLA adherence, and overall operational compliance.

Collaborate with Operations, Product, Training, and Leadership teams to drive continuous improvement.

Must-Have Skills

Strong travel domain knowledge (OTA / airline operations / GDS workflows).

Hands-on experience with Amadeus, Galileo, or Sabre (PNR creation, reissue, refunds, queues).

Excellent communication, documentation, and feedback delivery skills.

Strong analytical and reporting abilities (Excel / Google Sheets required).

Understanding of BSP, ARC, ADM/ACM, airline fare rules, and industry standards.

Good to Have

Experience with quality frameworks: RCA, CAPA, and calibration sessions.

Knowledge of MIS, automation, and reporting tools.

Certification in Quality Assurance, Lean Six Sigma, or Process Excellence (preferred but not mandatory).