Quality Assurance Specialist

Gladex Travel and Tours Corp.; Manila; On-site; PHP 334,800 - 502,200; Full time

Job summary

A leading travel agency in Manila is seeking a Quality Assurance professional to ensure travel-related services meet company standards and customer satisfaction. This role monitors service quality, evaluates compliance, and recommends improvements. Candidates should have a relevant degree and 1–3 years of experience in quality assurance or travel operations. Strong analytical skills and attention to detail are essential. Join a dynamic team focused on delivering top-notch travel services.

Qualifications

• 1–3 years of experience in quality assurance or travel agency operations.
• Familiarity with airline policies and travel documentation requirements.
• Strong analytical and reporting skills.

Responsibilities

• Monitor and evaluate the quality of travel services.
• Conduct audits of booking processes and transactions.
• Analyze customer feedback and improve service quality.

Skills

Analytical skills

Problem-solving skills

Communication skills

Interpersonal skills

Attention to detail

Education

Bachelor’s degree in Tourism, Hospitality Management, Business Administration, or a related field

Job description

The Quality Assurance is responsible for ensuring that all travel-related services meet company standards, industry regulations, and customer expectations. This role focuses on monitoring processes, evaluating service quality, handling compliance, and recommending continuous improvements to enhance customer satisfaction and operational efficiency.

Key Responsibilities

• Monitor and evaluate the quality of travel services, including ticketing, hotel reservations, tour packages, and customer support.
• Conduct regular audits of booking processes, documentation, and transactions to ensure accuracy and compliance with company policies.
• Review customer interactions (calls, emails, chats) to assess service quality and professionalism of travel consultants.
• Analyze customer feedback, complaints, and satisfaction surveys to identify trends and root causes of service issues.
• Investigate errors such as incorrect bookings, fare discrepancies, itinerary changes, and travel document issues.
• Prepare quality performance reports and present findings to management.
• Recommend and implement corrective and preventive actions to improve service delivery.
• Ensure compliance with airline rules, travel regulations, visa requirements, and company procedures.
• Collaborate with training and operations teams to address skill gaps and improve staff performance.
• Assist in developing quality standards, SOPs, and service benchmarks.

Qualifications and Skills

• Bachelor’s degree in Tourism, Hospitality Management, Business Administration, or a related field.
• At least 1–3 years of experience in quality assurance or travel agency operations.
• Familiarity with airline policies, tour operations, and travel documentation requirements.
• Excellent analytical, problem‑solving, and reporting skills.
• Strong communication and interpersonal skills.
• Attention to detail and high level of accuracy.
• Ability to work independently and manage multiple tasks.

Key Competencies

• Quality auditing and compliance monitoring
• Process improvement and documentation
• Customer service excellence
• Data analysis and reporting
• Team collaboration and coaching

Performance Indicators (KPIs)

• Reduction in booking and documentation errors
• Customer satisfaction and complaint resolution rate
• Compliance audit scores
• Improvement in agent performance metrics