Trainer and Quality Analyst

Smartcall; Gurugram District; On-site; INR 450,000 - 650,000; Full time

Job summary

Smartcall in India is seeking a meticulous Quality Auditor/Quality Analyst with expertise in customer service and Galileo (GDS) in the travel process. You will audit customer interactions and flight-ticketing workflows to ensure accuracy and adherence to standards.

Responsibilities include conducting audits, providing feedback, collaborating with training teams, and generating reports to guide continuous improvement in quality assurance practices within a fast-paced travel support environment.

Qualifications

• Proven experience in quality assurance within the customer service industry.
• In-depth knowledge of Galileo software and its applications in flight reservations and ticketing.
• Certification or training in quality assurance methodologies is beneficial.

Responsibilities

• Conduct thorough audits of customer service interactions to assess compliance with standards.
• Evaluate representatives' performance in handling Galileo-based flight booking inquiries.
• Identify improvement areas and provide constructive feedback.
• Collaborate with training teams to implement targeted improvement plans.
• Stay updated on Galileo changes to ensure audits align with current procedures.
• Generate reports highlighting audit results, trends and recommendations.
• Participate in quality assurance initiatives and suggest process enhancements.

Skills

Quality Assurance

Galileo (GDS)

Flight ticketing

Tools

Galileo (GDS)

Job description

Job Overview:

We are in search of a meticulous Quality Auditor/Quality analyst with expertise in the customer service industry, particularly in Galileo (GDS) in Travel Process. The ideal candidate will play a pivotal role in evaluating and ensuring the quality and accuracy of customer interactions, with a specific focus on adherence to industry standards and procedures.

Key Responsibilities:

• Conduct thorough audits of customer service interactions to assess compliance with established standards and procedures.
• Evaluate the performance of customer service representatives in handling inquiries related to flight booking using Galileo software(GDS).
• Identify areas for improvement in customer service processes and provide constructive feedback to enhance overall performance.
• Collaborate with training teams to develop and implement targeted improvement plans based on audit findings.
• Stay updated on industry trends, regulations, and changes in Galileo and flight ticketing procedures to ensure audits align with current standards.
• Generate comprehensive reports that highlight audit results, trends, and recommendations for management review.
• Foster a culture of continuous improvement by actively participating in quality assurance initiatives and suggesting enhancements to existing processes.

Qualifications:

• Proven experience in quality assurance within the customer service industry, with a specific focus on Galileo and flight ticketing processes.
• In-depth knowledge of Galileo software and its applications in the context of flight reservations and ticketing.
• Excellent analytical and problem-solving skills, enabling the identification and effective resolution of quality issues.
• Strong communication skills to provide clear and constructive feedback to customer service representatives and management.
• Detail-oriented with the ability to multitask and prioritize tasks in a fast-paced environment.
• Familiarity with industry regulations and compliance standards related to customer service and travel.
• Certification or training in quality assurance methodologies is considered a plus.