Job Description

• Seasoned professional with significant experience in travel operations and quality auditing
• Strong voice expertise is mandatory, with proven experience in handling voice processes
• Quality Management:
  • Develop and implement quality assurance frameworks and metrics
  • Monitor call, email, and chat interactions for compliance, accuracy, and customer satisfaction.
  • Conduct root cause analysis and implement corrective actions to improve service quality.
• Process Improvement:
  • Analyze travel service workflows (e.g., bookings, rebooking, cancellations, refunds) for inefficiencies.
  • Recommend and implement process enhancements using lean or Six Sigma practices (should be Green belt or black belt)
• Team Collaboration & Training:
  • Coordinate with training teams to develop modules based on quality findings.
  • Mentor quality analysts and collaborate with team leaders to improve agent performance.
• Client & Stakeholder Engagement:
  • Provide regular quality reports and insights to internal and external stakeholders.
  • Participate in client meetings to present performance metrics and improvement plans.
• Hands-on experience to manage Travel Products
• Graduate in any stream and should have travel knowledge
• Diploma in Travel & Tourism preferred and Diploma in Fares & Ticketing preferred
• Hands-on experience managing travel products (flights, hotels, etc.)
• Strong understanding of GDS systems and fare rules

• Seasoned professional with significant experience in travel operations and quality auditing
• Strong voice expertise is mandatory, with proven experience in handling voice processes
• Quality Management:
  • Develop and implement quality assurance frameworks and metrics
  • Monitor call, email, and chat interactions for compliance, accuracy, and customer satisfaction.
  • Conduct root cause analysis and implement corrective actions to improve service quality.
• Process Improvement:
  • Analyze travel service workflows (e.g., bookings, rebooking, cancellations, refunds) for inefficiencies.
  • Recommend and implement process enhancements using lean or Six Sigma practices (should be Green belt or black belt)
• Team Collaboration & Training:
  • Coordinate with training teams to develop modules based on quality findings.
  • Mentor quality analysts and collaborate with team leaders to improve agent performance.
• Client & Stakeholder Engagement:
  • Provide regular quality reports and insights to internal and external stakeholders.
  • Participate in client meetings to present performance metrics and improvement plans.
• Hands-on experience to manage Travel Products
• Graduate in any stream and should have travel knowledge
• Diploma in Travel & Tourism preferred and Diploma in Fares & Ticketing preferred
• Hands-on experience managing travel products (flights, hotels, etc.)
• Strong understanding of GDS systems and fare rules

• Graduate in any discipline
• Diploma in Travel & Tourism preferred