Quality Analyst

DUTIES & RESPONSIBILITIES Plan daily quality monitoring activities and select customer interactions for review. Monitor customer calls and evaluate greeting, requirement gathering, communication, objection handling, and next actions. Check whether customer travel requirements are captured correctly, including destination, dates, passengers, budget, hotels, itinerary, and special requirements. Evaluate lead qualification and verify whether Hot, Warm, and Cold lead classifications are appropriate. Review quotations for accuracy of itinerary, hotels, flights, transfers, inclusions, exclusions, pricing, discounts, and customer requirements. Check follow-up quality and verify whether Sales Executives contact customers on the planned date and record customer responses correctly. Monitor CRM records, WhatsApp, and email communication for accuracy, completeness, response quality, and process compliance. Audit confirmed bookings and verify customer details, payment information, documents, booking confirmations, acknowledgements, and handover to Operations. Identify critical errors such as incorrect pricing, incorrect package information, missing requirements, incorrect booking information, or unauthorized commitments, and escalate them promptly. Prepare QA feedback for Sales Executives with specific observations, examples, corrective actions, and review timelines. Conduct coaching and refresher training based on recurring quality gaps and recheck employee performance after training. Analyse quality trends, track corrective actions, coordinate with Team Leaders and Operations, and prepare daily, weekly, and monthly quality reports for management. QUALIFICATIONS & EXPERIENCE Bachelor's degree in any discipline. Freshers with strong communication skills and willingness to learn are encouraged to apply. Experience in Tours & Travels, Quality Analysis, Customer Service, Sales Support, or related fields will be an advantage. Minimum 1 year of relevant work experience is mandatory. Experience in monitoring customer calls or sales processes will be preferred. Basic understanding of travel sales and booking processes will be an advantage. SKILLS & ABILITIES Good verbal and written communication skills. Strong listening and observation skills. Good attention to detail. Ability to identify errors and process gaps. Good analytical and problem-solving skills. Good time management and follow-up skills. Ability to handle multiple audits and tasks. Ability to give clear and constructive feedback. Basic computer and documentation skills. Professional and positive attitude. Ability to work with Sales, Operations, and Management teams. Willingness to learn travel products, processes, and company SOPs. TOOLS & TECHNOLOGY CRM / Lead Management System Calling / Call Recording System WhatsApp Zoho Email or Email System MS Excel MS Word Google Sheets / Google Workspace QA Checklists and Quality Trackers Travel package and quotation systems used by the company