Role Overview
The Quality Control Operations Executive is an independent quality-assurance role tasked with maintaining high accuracy, service, and operational standards across the entire customer journey. This role proactively identifies risks, errors, training gaps, and process bottlenecks before they impact customers, travel agents, or suppliers.
Key Responsibilities
- Quote & Sales Quality: Audit quotation accuracy (pricing, dates, flights, hotels, transfers) and ensure clear, professional quote presentations.
- Call & Communication Audits: Review telephone calls and written customer/agent interactions to ensure accurate info, strong product knowledge, and adherence to service processes.
- Post-Sales & Booking Checks: Verify confirmed bookings against supplier confirmations, passenger details, special requests, and travel documentation to prevent operational errors.
- SLA & Performance Monitoring: Track turnaround times for inquiries and tasks, highlight workflow bottlenecks, and escalate potential SLA breaches.
- Process Auditing & Continuous Improvement: Identify recurring operational mistakes, analyze root causes, and audit process compliance across the team.
- Training Support: Highlight product knowledge gaps and individual coaching needs to help refine internal training programs.
- Reporting: Compile quality, error, and SLA reports for the Product & Operations Director to track trends and drive operational improvements.
Key Requirements & Qualifications
- Background in travel operations, quality assurance, or high-detail customer service auditing.
- Strong analytical and problem-solving skills to identify trends and root causes.
- High attention to detail regarding travel itineraries, supplier terms, and pricing accuracy.
- Strong communication skills for evaluating call quality and providing constructive feedback.
Benefits:
- Flexible schedule
- Provident Fund
Work Location: In person
