assistara
Website:
assistara.com
Job details:
Role Description The Travel Quality Analyst (US-Process) role is a full-time, on-site position. The role involves monitoring and evaluating travel-related customer interactions and transactions for US-based processes to ensure adherence to quality standards and compliance requirements. Day-to-day tasks include reviewing call recordings and case documentation, identifying process gaps, and preparing detailed quality reports and feedback for operational teams.
Key Responsibilities
- Monitor and evaluate inbound and outbound customer service and sales calls for US travel customers.
- Audit calls for quality, process adherence, compliance, communication, soft skills, and customer experience.
- Review travel transactions including flight bookings, cancellations, modifications, exchanges, refunds, and related services.
- Evaluate agent performance against defined QA parameters, scorecards, SOPs, and client requirements.
- Identify process gaps, errors, recurring defects, and opportunities for improvement.
- Provide constructive and actionable feedback to agents and Team Leaders.
- Conduct regular calibration sessions with Operations and Training teams to maintain consistency in quality evaluations.
- Prepare daily/weekly/monthly QA reports, scorecards, dashboards, and performance analysis.
- Track quality trends, defect patterns, and root causes and recommend corrective actions.
- Work closely with Operations, Training, and Team Leaders to improve agent performance and customer satisfaction.
- Support refresher training and coaching based on identified quality gaps.
- Ensure adherence to US client requirements, company policies, SLAs, and compliance standards.
- Maintain accurate audit records and documentation.
- Participate in process-improvement initiatives and help reduce repeat errors and customer complaints.
- Escalate critical compliance, customer-impacting, or process-related issues to the appropriate stakeholders.
Required Skills
- Strong knowledge of the US Travel Process, preferably flights, hotels, car rentals, or vacation packages.
- Experience in Quality Assurance / Quality Analysis / Call Monitoring within an international or US process.
- Excellent verbal and written English communication skills.
- Strong understanding of customer handling and US customer service expectations.
- Excellent analytical and observation skills.
- Strong attention to detail and ability to identify process deviations.
Eligibility
- Graduate in any discipline.
- 1–4 years of experience as a Quality Analyst in a US Travel / International Travel / BPO process.
- Experience with PPC/Travel Sales calls is an advantage.
- Knowledge of airline booking, cancellation, exchange, refund, and fare-related processes is preferred.
- Experience with GDS platforms such as Amadeus, Sabre, or Galileo is an added advantage.
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