As a Quality Analyst in our team, you ll ensure that our booking re-verification process meets high standards of accuracy and customer satisfaction. Your key responsibilities include:
Responsibilities Monitoring Calls:
Listen to live calls where agents verify bookings to ensure accuracy and compliance with procedures.
Data Reporting:
Compile daily reports on call quality and verification outcomes.
Present findings to the Operations Manager for review and improvement.
Training Support:
Identify training needs based on data analysis of verified bookings.
Assist in planning and delivering training sessions to improve agent performance.
Quality Assurance:
Maintain the quality of calls and written communications.
Verify that all booking details are accurately confirmed and documented without any missing information.
Requirements - Excellent listening and analytical skills.
- Strong attention to detail and ability to maintain accuracy.
- Good communication skills for reporting and providing feedback.
- Experience in quality assurance or a similar role in the travel or hospitality industry is preferred.
