Travel Quality Analyst & Coaching Advocate

Sutherland Global; Taguig; On-site; PHP 391,000 - 614,000; Full time

Job summary

Sutherland Global Services is hiring a Quality Analyst to monitor and evaluate customer interactions across voice, chat, and email in the travel industry. The role focuses on ensuring compliance with standards and supporting training initiatives to drive continuous improvement in team performance.

The ideal candidate will have strong analytical and communication skills, familiarity with travel reservation systems, and the ability to provide actionable feedback to agents.

Qualifications

• Monitor and evaluate customer interactions related to travel bookings, itinerary changes, and inquiries to ensure quality and compliance.
• Provide actionable feedback and coaching to agents to enhance performance and customer experience.
• Collaborate with Training and Operations teams to identify training needs, process gaps, and areas for improvement.
• Maintain and update quality monitoring forms, guidelines, and scorecards specific to the travel industry.
• Analyze quality trends and generate reports with insights to improve customer interactions.
• Assist in developing quality improvement initiatives and best practices for travel-related services.
• Conduct calibration sessions with internal stakeholders to align on quality expectations.
• Stay updated on travel policies, airline regulations, and industry trends.

Skills

Analytical thinking

Communication skills

Critical thinking

Attention to detail

Tools

Sabre GDS

Microsoft Office

Job description

Sutherland Global Services is hiring a Quality Analyst to monitor and evaluate customer interactions across voice, chat, and email in the travel industry. The role focuses on ensuring compliance with standards and supporting training initiatives to drive continuous improvement in team performance.

The ideal candidate will have strong analytical and communication skills, familiarity with travel reservation systems, and the ability to provide actionable feedback to agents.