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.