Quality Analyst - Senior Executive

Job description

• Monitor and audit travel consultant interactions (calls, emails, chats) for quality and compliance • Audit handling of GDS queues (Re-shop, Navigation, Ticketing) to ensure timely and accurate action • Validate consultant expertise in ticket exchanges, reissues, and refunds as per airline fare rules • Review usage and accuracy within hotel booking platforms such as Hotel Hub or similar systems • Ensure compliance with airline policies, visa requirements, and company SOPs • Identify service gaps and recommend corrective and preventive actions • Analyze travel service workflows (e.g., bookings, rebooking, cancellations, refunds) for inefficiencies. • Graduate in any stream • Diploma in Travel & Tourism preferred and Diploma in Fares & Ticketing preferred • Hands-on experience to manage Travel Products