Quality Audit - (Travel Process) Location - Navi Mumbai Key Job Responsibilities: ₹ Checking/Supervising overall performance of the team. ? Monitoring calls/email transactions on a daily basis ? Use of different modes for feedback ? Conduct Team meetings and discuss evaluation scores, common fatal and share best Practices. ? Communicate process/quality updates on a regular basis. ? Identify common Areas of Improvement and conduct refresher trainings. ? Generate reports and analyze data regarding the overall performance on a weekly/Fortnightly/monthly basis, along with action plans for improvement. ? Provide suggestions regarding process improvements and increasing customer satisfaction levels. ? Participate and conduct joint calibration sessions with the Operations, Outsourced partners, and Training teams. ? Ensure that the targets regarding the overall quality and Customer Satisfaction levels are met and exceeded. Job Requirements: ₹ Excellent knowledge of business understanding of Travel Technology (computer reservations systems, GDS systems and e-travel), Amadeus & Galileo mandatory. ? Need to have a knowledge of ADMs (Airline Debit Memo) and its understanding. ? Need to be proficient in English & Hindi; knowledge of additional languages is an advantage. ? Need to be able to interface with IT/HR/ Training/Operations to collate data & generate various quality reports. ? Need to be well versed in various areas of travel (Domestic/International, Business/Holidays, Group/Individual, etc. Need to have exemplary customer service skills with the ability to handle crisis and escalations. ? IATA certification will be an added advantage. ? Should be ready to work in shifts if required. Experience Minimum 2-3 years of experience as a Quality Analyst in a domestic/international BPO.
Qualification Graduate and above Others Computer savvy; Highly qualified to manage customer expectations and telephone / email etiquettes.
Job Types: Full-time, Permanent
Pay: ₹45,000.00 - ₹50,000.00 per month
Work Location: In person
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