Key Job Responsibilities: ➢ Checking/Supervising overall performance of the team. ➢ Monitoring calls/email/Chat transactions on daily basis. ➢ Analysis of the team and sharing the feedback with the entire team. ➢ Provide feedback through one-on-one coaching sessions. ➢ Conduct Team meetings and discuss evaluation scores, common fatal and share best Practices. ➢ Communicate quality updates on regular basis. ➢ Identify common areas of improvement and conduct refresher trainings. ➢ Generate reports and analyze data regarding the overall performance on a weekly/monthly basis, along with action plans for improvement. ➢ Provide suggestions regarding process improvements and increasing the customer satisfaction levels. ➢ Participate and conduct joint calibration sessions with the Operations, Outsourced partners, and Training teams. ➢ Ensure that the targets regarding the overall quality and Customer Satisfaction levels are met and exceeded. Job Requirements: ➢ Excellent knowledge on business understanding of Travel Technology (computer reservations systems, GDS systems and e-travel), Amadeus & Galileo mandatory. ➢ Need to be proficient in English & Hindi; knowledge of additional languages is an advantage. ➢ Need to be able to interface with IT/HR/ Training/Operations to collate data & generate various quality reports. ➢ Need to be well versed in various areas of travel (Domestic/International, Business/Holidays, Group/Individual, etc. Need to have exemplary customer service skills with the ability to handle crisis and escalations. ➢ IATA certification will be an added advantage. ➢ Should be ready to work in shifts if required. Experience Minimum 2-3 years of experience as a Quality Analyst in a domestic/international BPO. Qualification Graduate and above Others Computer savvy; Highly qualified to manage customer expectations and telephone / email etiquettes