Job Title: Quality Analyst – Flight & Hotel Bookings
Company: Aertrip
Location: Ghitorni, New Delhi
Experience Required: 2–5 Years (Travel / OTA / Airline Domain preferred)
About the Role
Aertrip is seeking a highly detail-orientated and analytical quality analyst with strong expertise in the travel domain. The ideal candidate will ensure booking accuracy, operational compliance, and exceptional customer service quality. This role requires hands-on experience with GDS platforms, airline workflows, fare rules, and ADM/ACM risk management.
Key Responsibilities
- Conduct quality audits for flight and hotel bookings, including ticketing, amendments, cancellations, refunds, and ancillaries.
- Review PNRs in Amadeus / Galileo / Sabre to verify fare accuracy, booking class, SSR/OSI compliance, and adherence to airline policies.
- Identify booking errors and process gaps; recommend corrective and preventive actions (CAPA).
- Evaluate customer interactions (calls, chats, emails) and provide structured feedback to agents.
- Monitor ADM/ACM trends and implement actions to reduce avoidable airline penalties.
- Create quality dashboards, trackers, and detailed QA reports for management.
- Support training teams with SOP updates, knowledge documents, and process improvements.
- Ensure high accuracy, SLA adherence, and overall operational compliance.
- Collaborate with Operations, Product, Training, and Leadership teams to drive continuous improvement.
Must-Have Skills
- Strong travel domain knowledge (OTA / airline operations / GDS workflows).
- Hands-on experience with Amadeus, Galileo, or Sabre (PNR creation, reissue, refunds, queues).
- Strong error detection, process evaluation, and operational risk assessment skills.
- Excellent communication, documentation, and feedback delivery skills.
- Strong analytical and reporting abilities (Excel / Google Sheets required).
- Understanding of BSP, ARC, ADM/ACM, airline fare rules, and industry standards.
Good to Have
- Experience with quality frameworks: RCA, CAPA, and calibration sessions.
- Knowledge of MIS, automation, and reporting tools.
- Certification in Quality Assurance, Lean Six Sigma, or Process Excellence (preferred but not mandatory).
Pay: ₹20,000.00 - ₹40,000.00 per month
Benefits:
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
