Quality Audit - Mumbai, India - Shshshree HR Solution

Description

Quality Audit Job Description (Travel Process)

Location Navi Mumbai

Key Job Responsibilities:

Checking/Supervising overall performance of the team.

Monitoring calls/email transactions on a daily basis

Use of different modes for feedback

Conduct Team meetings and discuss evaluation scores, common fatal and share best

Practices.

Communicate process/quality updates on a regular basis.

Identify common Areas of Improvement and conduct refresher trainings.

Generate reports and analyze data regarding the overall performance on a

weekly/Fortnightly/monthly basis, along with action plans for improvement.

Provide suggestions regarding process improvements and increasing 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 of business understanding of Travel Technology (computer

reservations systems, GDS systems and e-travel), Amadeus & Galileo mandatory.

Need to have a knowledge of ADMs (Airline Debit Memo) and its understanding.

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.