Company Overview

Travelounce is located in Delhi and belongs to the Travel Arrangements industry. We specialize in providing tailor-made travel packages designed to meet the unique needs and preferences of our clients. With a small but dynamic team of 119-250 employees, we are dedicated to making every travel experience memorable. For more information, visit our website at www.travelounce.com.

Job Overview

We are seeking a full-time Quality Analyst for our Delhi location. The ideal candidate will be fluent in Spanish and have a knack for analytical thinking and problem-solving. This role is crucial for maintaining high standards in our service offerings and ensuring customer satisfaction through the meticulous analysis of calls and other communication channels.

Qualifications and Skills

• Fluency in Spanish to effectively analyze and report on communications with Spanish-speaking clients.
• Attention to detail for identifying inaccuracies and areas of improvement in call handling.
• Analytical thinking for assessing the effectiveness and quality of communications.
• Problem-solving skills to address and rectify identified issues in processes.
• Excellent communication skills to convey findings and recommendations clearly to the team.
• Time management skills to handle multiple tasks efficiently while meeting deadlines.
• Experience in call analysis, particularly in a travel or customer service environment.
• Knowledge of airline sales to assess the quality of sales interactions and ensure compliance with industry standards.

Roles and Responsibilities

• Analyze recorded calls to ensure adherence to quality standards and identify areas for improvement.
• Provide detailed feedback and recommendations to enhance service quality.
• Collaborate with the customer service and sales teams to implement quality improvement measures.
• Conduct regular audits of communication channels to ensure compliance with company policies.
• Assist in the development and refinement of quality assurance processes and guidelines.
• Track and report on relevant metrics to monitor the effectiveness of quality initiatives.
• Provide training and support to team members on quality standards and best practices.
• Stay updated on industry trends and best practices to continuously improve the quality assurance process.