GDS Travel QA Specialist: Quality, Coaching & Compliance

Our Clients

Cebu City

On-site

PHP 420,000 - 660,000

Full time

14 days+

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Job summary

Our Clients is seeking a Quality Assurance – GDS Travel specialist in Cebu City to monitor and improve the quality of travel-related transactions across GDS platforms. You will coach agents, analyze data, and present performance dashboards to leadership, ensuring compliance with client requirements and industry standards.

The role requires 2–4 years in QA within travel or BPO, with hands-on GDS experience (Amadeus, Sabre, Travelport).

Qualifications

Bachelor's degree in Tourism, Hospitality Management, Business Administration, or a related field.
Minimum 2–4 years of experience in Quality Assurance within travel, airline, or BPO.
At least 2 years of hands-on experience using GDS such as Amadeus, Sabre, or Travelport (Galileo/Apollo).
Strong knowledge of airline reservations, ticketing, fare rules, exchanges, refunds, and travel operations.

Responsibilities

Monitor and evaluate travel reservations, ticketing, exchanges, refunds, and customer interactions processed through GDS platforms.
Conduct quality audits on voice, non-voice, email, chat, and back-office transactions to ensure compliance with client standards and company policies.
Assess adherence to travel industry regulations, fare rules, booking procedures, and quality guidelines.
Provide timely, constructive feedback and coaching recommendations to agents and Team Leaders to improve performance.
Analyze quality trends, identify recurring errors, and recommend process improvements to enhance operational efficiency.
Prepare and present quality reports, scorecards, and performance dashboards to Operations and leadership teams.
Partner with Operations, Training, and Workforce Management to address performance gaps and support continuous improvement initiatives.
Participate in calibration sessions to ensure consistency and accuracy of quality evaluations.
Support the development and maintenance of quality monitoring forms, audit tools, and quality standards.
Ensure compliance with client contractual requirements, internal quality frameworks, and data privacy regulations.
Assist in root cause analysis and corrective action planning for quality-related issues and customer escalations.
Stay current with travel industry updates, GDS enhancements, airline policies, and client process changes.