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
