Job Description -
We are seeking a seasoned and detail-oriented Voice Expert with strong knowledge of travel operations and calling processes. This role focuses on monitoring, auditing, and improving the quality and compliance of travel consultant interactions across voice and non-voice channels.
Eligibility criteria-
Experience: 3-10 yrs
Shift - US hours
Responsibilities:
- Seasoned professional with significant experience in travel operations and quality auditing
- Strong voice expertise is mandatory, with proven experience in handling voice processes
- Quality Management:
- Develop and implement quality assurance frameworks and metrics
- Monitor call, email, and chat interactions for compliance, accuracy, and customer satisfaction.
- Conduct root cause analysis and implement corrective actions to improve service quality.
- Process Improvement:
- Analyze travel service workflows (e.g., bookings, rebooking, cancellations, refunds) for inefficiencies.
- Recommend and implement process enhancements using lean or Six Sigma practices (should be Green belt or black belt)
- Team Collaboration & Training:
- Coordinate with training teams to develop modules based on quality findings.
- Mentor quality analysts and collaborate with team leaders to improve agent performance.
- Client & Stakeholder Engagement:
- Provide regular quality reports and insights to internal and external stakeholders.
- Participate in client meetings to present performance metrics and improvement plans.
- Hands-on experience to manage Travel Products
- Graduate in any stream and should have travel knowledge
- Diploma in Travel & Tourism preferred and Diploma in Fares & Ticketing preferred
- Hands-on experience managing travel products (flights, hotels, etc.)
- Strong understanding of GDS systems and fare rules
Qualifications -
- Graduate in any discipline
- Diploma in Travel & Tourism preferred
