Firstfly Travel Private Limited
Website:
firstflytravel.com
Job details:
Job Description:
Job Title: Quality Analyst – Travel Process
Company: First Fly Travel
Department: Quality / Operations
Industry: Travel & BPO
Job Details:
- Position: Quality Analyst
- Salary: ₹25,000 – ₹32,000 CTC per month
- Experience: 1+ year preferred
- Shift: Night Shift
- Job Type: Full-time
- Location: On-site
Job Summary:
First Fly Travel is looking for a Quality Analyst to join our team. The Quality Analyst will be responsible for monitoring and evaluating customer interactions handled by Travel Consultants, ensuring adherence to company processes, quality standards, compliance requirements, and customer service expectations.
The ideal candidate should have strong attention to detail, excellent communication skills, analytical ability, and preferably experience in a BPO or travel-related process.
Key Responsibilities:
- Monitor and evaluate customer calls, chats, and emails handled by Travel Consultants.
- Conduct regular quality audits based on defined quality parameters, SOPs, and process guidelines.
- Evaluate consultants on communication, customer handling, accuracy, process adherence, compliance, and overall service quality.
- Audit travel-related interactions, including bookings, cancellations, amendments, refunds, and itinerary-related queries.
- Identify errors related to fares, booking details, travel policies, documentation, and customer commitments.
- Prepare and maintain quality scorecards, audit reports, and performance trackers.
- Provide constructive and actionable feedback to Travel Consultants and Team Leaders.
- Identify recurring process gaps and recommend corrective and preventive actions.
- Conduct calibration sessions with Quality, Operations, and Training teams.
- Identify training and coaching requirements based on quality trends and audit findings.
- Prepare daily, weekly, and monthly quality reports.
- Escalate critical process, compliance, and customer experience issues to the concerned stakeholders.
- Ensure adherence to company policies, client requirements, and applicable travel process standards.
Quality Parameters:
The candidate will be responsible for evaluating:
- Communication and professional etiquette
- Active listening and probing skills
- Accuracy of travel information
- Booking and reservation accuracy
- Fare and itinerary accuracy
- Cancellation and refund handling
- Customer objection handling
- Sales and conversion practices
- Process and compliance adherence
- CRM and documentation accuracy
- Customer experience and ownership
- Resolution and first-contact resolution
- Communication of applicable terms and conditions
Candidate Requirements:
- Minimum 1+ year of experience as a Quality Analyst, preferably in a BPO, Travel BPO, Travel Agency, OTA, Airline, or related process.
- Strong verbal and written communication skills.
- Good understanding of customer service and quality monitoring practices.
- Strong attention to detail and analytical skills.
- Ability to identify process gaps and provide actionable feedback.
- Proficiency in MS Excel or Google Sheets.
- Ability to work independently and collaborate effectively with Operations and Training teams.
- Willingness to work in a night-shift environment.
Preferred Qualifications:
- Experience in an international travel process.
- Knowledge of Amadeus, Sabre, Galileo/Travelport, or other GDS platforms.
- Knowledge of airline ticketing, fare rules, cancellations, amendments, and refunds.
- Experience monitoring voice, chat, and email interactions.
- Understanding of BPO metrics such as AHT, FCR, CSAT, Conversion, Compliance, and Quality Score.
Key Skills:
Quality Monitoring | Travel Process | Customer Service | Communication | Attention to Detail | Root Cause Analysis | Coaching & Feedback | Process Compliance | MS Excel | Reporting
How to Apply:
Interested candidates may share their updated CV or contact us directly.
Website: www.firstflytravel.com
Contact: +91 97792 44803
Benefits:
- Commuter assistance
- Food provided
- Health insurance
- Paid sick time
- Paid time off
Experience:
- Telecommunication: 1 year (Required)
- Travel Consulting: 1 year (Required)
Language:
Location:
- Mohali, Punjab (Required)
Shift availability:
- Night Shift (Preferred)
- Overnight Shift (Preferred)
- Work Location: In person
Click on Apply to know more.
