Quality Analyst - Senior Executive

EXL; Gurugram District; On-site; INR 250,000 - 450,000; Full time

Job summary

EXL in Gurugram seeks a detail-oriented Travel Quality Auditor to monitor and audit interactions and ensure airline policy and SOP compliance. The role covers auditing GDS queues, validating exchanges and refunds, and reviewing hotel booking platform usage to spot gaps and drive improvements.

Applicants should be graduates in any stream; diplomas in Travel & Tourism or Fares & Ticketing are preferred. Relevant hands-on travel product management experience is a plus.

Qualifications

• Graduate in any stream.
• Diploma in Travel & Tourism preferred.
• Diploma in Fares & Ticketing preferred.
• Hands-on experience to manage Travel Products.

Responsibilities

• Monitor and audit travel consultant interactions (calls, emails, chats) for quality and compliance
• Audit handling of GDS queues (Re-shop, Navigation, Ticketing) to ensure timely and accurate action
• Validate consultant expertise in ticket exchanges, reissues, and refunds as per airline fare rules
• Review usage and accuracy within hotel booking platforms such as Hotel Hub or similar systems
• Ensure compliance with airline policies, visa requirements, and company SOPs
• Identify service gaps and recommend corrective and preventive actions
• Analyze travel service workflows (e.g., bookings, rebooking, cancellations, refunds) for inefficiencies.

Education

Graduate in any stream

Diploma in Travel & Tourism

Diploma in Fares & Ticketing

Job description

• Monitor and audit travel consultant interactions (calls, emails, chats) for quality and compliance
• Audit handling of GDS queues (Re-shop, Navigation, Ticketing) to ensure timely and accurate action
• Validate consultant expertise in ticket exchanges, reissues, and refunds as per airline fare rules
• Review usage and accuracy within hotel booking platforms such as Hotel Hub or similar systems
• Ensure compliance with airline policies, visa requirements, and company SOPs
• Identify service gaps and recommend corrective and preventive actions
• Analyze travel service workflows (e.g., bookings, rebooking, cancellations, refunds) for inefficiencies.
• Graduate in any stream
• Diploma in Travel & Tourism preferred and Diploma in Fares & Ticketing preferred
• Hands-on experience to manage Travel Products