assistara
Website:
assistara.com
Job details:
Company Description assistara is a growing organization focused on delivering high-quality customer experience solutions for clients across diverse industries. The company emphasizes reliable voice support, operational excellence, and continuous improvement in service standards. T
Role Description The Voice Quality Analyst (US Travel) is a full-time, on-site role based in Noida. The role involves monitoring and evaluating voice calls against defined quality parameters, identifying performance gaps, and providing constructive feedback to enhance call handling and customer experience. The analyst prepares detailed quality reports, tracks trends, and collaborates with operations and training teams to implement corrective and preventive actions.
Key Responsibilities
- Monitor and evaluate inbound customer calls and interactions for the US Travel Process.
- Conduct quality audits against defined quality parameters, SOPs, and compliance guidelines.
- Assess accuracy of travel information, bookings, itinerary handling, and customer service.
- Identify quality gaps, process deviations, and areas of improvement.
- Provide constructive feedback and coaching inputs to the operations team.
- Prepare and maintain quality reports, audit sheets, and performance dashboards.
- Conduct calibration sessions with Operations and Training teams.
- Track recurring errors and recommend corrective and preventive actions.
- Ensure adherence to company policies, client requirements, and US travel process standards.
- Support continuous improvement initiatives to enhance customer experience and operational quality.
Required Skills & Qualifications
- Minimum 3 years of experience as a Quality Analyst in the International Travel domain.
- Strong experience in US Travel Process is mandatory.
- Prior experience handling or auditing PPC/inbound calls is preferred.
- Good understanding of GDS platforms such as Amadeus, Sabre, or Galileo.
- Strong knowledge of international travel bookings, ticketing, cancellations, amendments, and itinerary management.
- Excellent analytical and communication skills.
- Strong attention to detail and ability to identify process-level gaps.
- Proficiency in MS Excel and quality reporting.
- Ability to work independently as well as coordinate with Operations and Training teams.
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