Quality Analyst - Travel US Process (Noida)

Quality Analyst (Travel US- Voice Process) Location: Noida, Uttar Pradesh Experience: 24 Years Employment Type: Full-time Process: US Travel / International Travel Job Summary We are looking for a detail-oriented Quality Analyst to monitor and improve the quality of customer interactions and sales processes within our US Travel Process. The ideal candidate should have strong knowledge of international travel, excellent analytical skills, and experience in auditing calls and identifying process gaps. Key Responsibilities - Conduct regular quality audits of customer calls handled by Travel Sales Executives. - Evaluate calls based on defined quality parameters, SOPs, and compliance standards. - Monitor adherence to travel processes, booking procedures, customer handling, and company policies. - Identify errors, process gaps, compliance issues, and areas for improvement. - Prepare and maintain quality reports, audit sheets, and performance dashboards. - Provide timely and constructive feedback to agents and team leaders. - Conduct calibration sessions with Team Leaders and Operations teams to ensure consistent quality standards. - Track recurring errors and recommend corrective and preventive actions. - Monitor customer handling, communication skills, probing, objection handling, and sales practices. - Ensure proper adherence to US travel regulations, company policies, and process guidelines. - Work closely with Operations and Training teams to improve agent performance. - Support the development and improvement of quality parameters, scorecards, and SOPs. - Escalate critical quality issues and compliance violations to the management. - Maintain accurate documentation of quality findings and action plans. Key Quality Parameters The candidate should be comfortable evaluating: - Call opening and closing - Customer verification and authentication - Communication and professionalism - Active listening and probing - Product/process knowledge - Flight booking, cancellation, rescheduling, and related travel queries - Sales pitch and objection handling - Accuracy of information provided - Customer experience and empathy - Compliance with SOPs - Data and documentation accuracy - Call control and resolution - Upselling/cross-selling practices - Overall customer satisfaction Requirements - 24 years of experience as a Quality Analyst, preferably in an international travel process. - Strong experience in US Travel / International Travel processes is preferred. - Good understanding of airline ticketing, flight bookings, cancellations, changes, and refunds. - Knowledge of GDS systems such as Amadeus, Galileo, or Sabre will be an advantage. - Excellent verbal and written communication skills. - Strong analytical and problem-solving abilities. - Positive knowledge of Excel and quality monitoring tools. - Ability to prepare quality reports and identify performance trends. - Strong attention to detail and ability to work with targets and deadlines. - Ability to provide effective feedback and work collaboratively with Operations and Training teams. .