Quality Analyst Job Description ( Travel Process) Location Navi MumbaiKey Job Responsibilities:Checking/Supervising overall performance of the team.Monitoring calls/email/Chat transactions on daily basis.Analysis of the team and sharing the feedback with the entire team.Provide feedback through one-on-one coaching sessions.Conduct Team meetings and discuss evaluation scores, common fatal and share best Practices.Communicate quality updates on regular basis.Identify common areas of improvement and conduct refresher trainings.Generate reports and analyze data regarding the overall performance on a weekly/monthly basis, along with action plans for improvement.Provide suggestions regarding process improvements and increasing the 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 on business understanding of Travel Technology (computer reservations systems, GDS systems and e-travel), Amadeus & Galileo mandatory.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.