Job Description

Rosotravel - Life is an experience!

Are you a detail-oriented person? Do you dream of working remotely without having to commute to the office? Join our team and help create outstanding memories for our clients!

We are a provider of tours across Europe, the United States, and South America. We work with thousands of partners and organize hundreds of tours each month. Our top priority is delivering the highest quality of service, which is reflected in our ratings - average customer review score is 4.86/5.00.

Role Overview:

The Mid Quality & Review Specialist plays a crucial role in safeguarding the company's reputation and ensuring service excellence. This position is responsible for monitoring, analyzing, and managing customer feedback for both group and private tours. By maintaining accurate quality reports, handling low-rating protests, and communicating with online travel platforms and suppliers, the specialist ensures that customer satisfaction data is reliable and that the company's public image reflects the true quality of its services. In-depth analysis and clear recommendations based on review data will directly influence operational decisions, including supplier selection and improvements in tour delivery.

Key Responsibilities:

Preparing the Quality Report file - ongoing process of adding reviews and ratings, assigning them to guides, tour codes, and languages. Contacting online travel platforms to protest and remove reviews that violate policies or are inaccurate. Contacting suppliers to clarify the reasons behind low ratings and improve quality moving forward. Analyzing review and rating data to identify recurring issues, extract insights, and recommend improvements to tour operations and supplier selection. Responding to customer reviews and feedback in a timely and professional manner, maintaining brand tone and customer satisfaction.

Essential Skills and Experience:

2+ years of hands-on experience in data entry, validation, and analysis, ensuring accuracy and actionable insights 1+ year of experience in customer service focused on handling reviews and complaints Intermediate to Advanced Excel skills (including formulas, data processing, and efficient spreadsheet management) Practical command of English (minimum B2 level) Experience working with Google Workspace for efficient collaboration and data management Excellent written and verbal communication skills - for professional contact with portals and suppliers Strong analytical skills - ability to monitor, interpret review trends and quality metrics, and formulate conclusions/recommendations Attention to detail - ensures accuracy and completeness of the Quality Report Availability to work from 8:00 AM to 4:00 PM CET/CEST, Monday to Friday Fast and stable internet connection, as well as reliable tools for remote work

Preferred Skills and Experience:

Experience with online travel platforms such as Viator, GetYourGuide, Tripadvisor, or similar OTA systems.

We Offer:

Remote work, Paid time off (20 vacation days per calendar year), Performance-based bonus, Professional development in a rapidly growing company.

Recruitment Process:

Recruitment Assignment Meeting with HR Meeting with the Manager
Job Type: Full-time

Pay: ₹210.00 per hour

Expected hours: 40 per week

Benefits:

Work from home
Application Question(s):

What are you salary expectations (INR/month) for 8h/day, 5 days/week working week.
Education:

* Bachelor's (Required)