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Quality Analyst – Flight & Hotel Bookings

Aertrip -
Ghitorni, Delhi, Delhi

Apply Now

Job details

Qualifications

Six Sigma Certification
Customer service
Analysis skills
Quality assurance
Lean Six Sigma
Amadeus
Communication skills
Lean Six Sigma Certification

Full job description

Location: Ghitorni ,Delhi

Type: Travel Operations – QA

Job Time: 10 to 7

Job Title: Quality Analyst – Flight & Hotel Bookings

Company: Aertrip
Location: Ghitorni, New Delhi
Experience Required: 2–6 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).

Apply Now

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