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Open nowPosted 15 days ago

Quality Analyst

Book My Tour Now5 open roles

Where
Gurugram
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Your applicationOpen nowQuality AnalystBook My Tour Now · Gurugram

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 15 days ago

The posting

DUTIES & RESPONSIBILITIES

  • Plan daily quality monitoring activities and select customer interactions for review.
  • Monitor customer calls and evaluate greeting, requirement gathering, communication, objection handling, and next actions.
  • Check whether customer travel requirements are captured correctly, including destination, dates, passengers, budget, hotels, itinerary, and special requirements.
  • Evaluate lead qualification and verify whether Hot, Warm, and Cold lead classifications are appropriate.
  • Review quotations for accuracy of itinerary, hotels, flights, transfers, inclusions, exclusions, pricing, discounts, and customer requirements.
  • Check follow-up quality and verify whether Sales Executives contact customers on the planned date and record customer responses correctly.
  • Monitor CRM records, WhatsApp, and email communication for accuracy, completeness, response quality, and process compliance.
  • Audit confirmed bookings and verify customer details, payment information, documents, booking confirmations, acknowledgements, and handover to Operations.
  • Identify critical errors such as incorrect pricing, incorrect package information, missing requirements, incorrect booking information, or unauthorized commitments, and escalate them promptly.
  • Prepare QA feedback for Sales Executives with specific observations, examples, corrective actions, and review timelines.
  • Conduct coaching and refresher training based on recurring quality gaps and recheck employee performance after training.
  • Analyse quality trends, track corrective actions, coordinate with Team Leaders and Operations, and prepare daily, weekly, and monthly quality reports for management.

QUALIFICATIONS & EXPERIENCE

  • Bachelor's degree in any discipline.
  • Freshers with strong communication skills and willingness to learn are encouraged to apply.
  • Experience in Tours & Travels, Quality Analysis, Customer Service, Sales Support, or related fields will be an advantage.
  • Minimum 1 year of relevant work experience is mandatory.
  • Experience in monitoring customer calls or sales processes will be preferred.
  • Basic understanding of travel sales and booking processes will be an advantage.

SKILLS & ABILITIES

  • Good verbal and written communication skills.
  • Strong listening and observation skills.
  • Good attention to detail.
  • Ability to identify errors and process gaps.
  • Good analytical and problem-solving skills.
  • Good time management and follow-up skills.
  • Ability to handle multiple audits and tasks.
  • Ability to give clear and constructive feedback.
  • Basic computer and documentation skills.
  • Professional and positive attitude.
  • Ability to work with Sales, Operations, and Management teams.
  • Willingness to learn travel products, processes, and company SOPs.

TOOLS & TECHNOLOGY

  • CRM / Lead Management System
  • Calling / Call Recording System
  • WhatsApp
  • Zoho Email or Email System
  • MS Excel
  • MS Word
  • Google Sheets / Google Workspace
  • QA Checklists and Quality Trackers
  • Travel package and quotation systems used by the company
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