Subject Matter Expert (SME) - Travel

Talent Advisors; Gurugram District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Talent Advisors is seeking a detail-oriented Subject Matter Expert (SME) for our Travel Process team in India. The SME will be the travel operations expert, ensuring process excellence, compliance, and customer satisfaction while bridging the operations, training, and management functions.

You will provide expert support on travel-related queries, monitor policy adherence, conduct trainings, identify gaps, and drive improvements to meet KPIs. Stay updated on industry trends and travel policies.

Qualifications

• Graduate in any discipline, travel/hospitality background preferred.
• 37 years of experience in the travel domain (BPO or GDS-based process preferred).
• Hands-on knowledge of GDS tools (Amadeus, Sabre, Galileo, etc.) is mandatory.

Responsibilities

• Provide expert support to agents and team leads on travel-related queries (flights, hotels, bookings, refunds, reissues, etc.)
• Monitor process adherence and ensure compliance with client and company policies.
• Conduct refreshers, process trainings, and floor support sessions for new and existing staff.
• Identify process gaps and recommend improvements to enhance efficiency and customer experience.
• Work closely with Quality, Training, and Operations teams to meet business KPIs.
• Stay updated on industry trends, tools, and travel policies.

Skills

Strong communication skills

Analytical skills

Education

Graduate in any discipline (Travel / Hospitality background preferred)

Tools

Amadeus

Sabre

Galileo

Job description

About the Role:

We are looking for a detail-oriented and customer-focused Subject Matter Expert (SME) to join our Travel Process team. The SME will serve as the key point of expertise for travel-related operations, ensuring process excellence, compliance, and customer satisfaction. You will act as a bridge between the operations team, training, and management to drive performance and quality standards.

Key Responsibilities:

• Provide expert support to agents and team leads on travel-related queries (flights, hotels, bookings, refunds, reissues, etc.)


• Monitor process adherence and ensure compliance with client and company policies.


• Conduct refreshers, process trainings, and floor support sessions for new and existing staff.


• Identify process gaps and recommend improvements to enhance efficiency and customer experience.


• Work closely with Quality, Training, and Operations teams to meet business KPIs.


• Stay updated on industry trends, tools, and travel policies.

Qualifications & Skills:

• Graduate in any discipline (preferably Travel / Hospitality background).


• 37 years of experience in the travel domain (BPO or GDS-based process preferred).


• Hands-on knowledge of GDS tools (Amadeus, Sabre, Galileo, etc.) is mandatory.


• Strong communication and analytical skills.


• Ability to manage escalations and mentor team members effectively.