- Conduct regular quality checks, and customer interactions to detect service gaps or errors.
- Audit communication channels (calls, emails) to evaluate tone, accuracy, response time, and professionalism.
- Collaborate with Operations, Customer Service to identify areas of improvement and implement corrective actions.
- Assist in the development of quality standards, scorecards, and evaluation forms.
- Deliver training and feedback sessions to agents and team leaders to improve performance and consistency.
- Monitor performance metrics and KPIs to ensure adherence to service standards.
- Support new hire onboarding by evaluating their interactions and providing coaching.
- Prepare and present regular QA reports with detailed findings, trends, and improvement recommendations.
- Suggest and implement process improvements to enhance customer experience and operational efficiency for the QA
2-5 years of experience in quality assurance, within the travel industry.Have knowledge in using Juniper and Freshdesk systems.Proven track record of conducting audits, evaluations, or process reviews in a customer-facing environment.Excellent communication skills, both written and verbal, for clear reporting and collaboration.Detail-oriented mindset with a commitment to accuracy and thoroughness.Ability to work onsite and collaborate effectively with cross-functional teams.Knowledge in travel industry regulations, standards, and best practices.Experience using quality management systems or related software tools.Demonstrated problem-solving abilities and proactive approach to process improvement.Adaptability to fast-paced, innovative environments and evolving business needs.