Customer Service QA Specialist – Travel / BPO

Job description:

Position Overview: The Quality Assurance (QA) Executive will be responsible for ensuring that the travel agency's services and processes meet high-quality standards and deliver exceptional customer satisfaction. This role involves developing and implementing quality assurance policies, monitoring service quality, and coordinating with various departments to drive continuous improvement.

• Key Responsibilities:
• Chat and Call Verification:
• Ensure the quality of chat and calls and also verify chats and calls with UK customers.
• Quality Assurance Development:
• Develop, implement, and maintain quality assurance policies and procedures for travel services.
• Ensure that quality standards are aligned with industry best practices and regulatory requirements.
• Service Monitoring and Evaluation:
• Conduct regular audits and evaluations of travel services, including booking processes, customer service interactions, and travel arrangements.
• Analyze customer feedback, complaints, and service metrics to identify areas for improvement.
• Team Collaboration:
• Work closely with operations, customer service, and other departments to ensure seamless quality assurance processes.
• Provide training and support to staff on quality standards and procedures.
• Problem Resolution:
• Address and resolve quality issues and discrepancies promptly and effectively.
• Implement corrective actions and preventive measures to address recurring problems.
• Continuous Improvement:
• Identify opportunities for process improvements and implement initiatives to enhance service quality and operational efficiency.
• Stay updated on industry trends and incorporate best practices into quality assurance processes.
• Compliance and Reporting:
• Ensure compliance with travel industry regulations and standards.
• Prepare and present regular reports on quality metrics, performance, and improvement initiatives to senior management.
• Customer Experience Enhancement:
• Monitor customer satisfaction and work to enhance the overall travel experience.
• Develop strategies to address customer feedback and improve service delivery.

Qualifications:

• Bachelor’s degree in Business Administration, Hospitality Management, Travel and Tourism, or a related field.
• Proven experience in quality assurance, preferably within the travel or hospitality industry.
• Strong understanding of travel industry standards and regulations.
• Excellent analytical, problem-solving, and organizational skills.
• Strong communication and interpersonal skills, with the ability to collaborate effectively across departments.
• Proficiency in quality management software and tools.
• Detail-oriented with a commitment to maintaining high standards of service quality.

Preferred Qualifications:

• Certification in Quality Management or related fields (e.g., Six Sigma, ISO).
• Experience with travel booking systems and customer relationship management (CRM) tools.
• Multilingual abilities are a plus.

Work Environment:

• Office-based role with occasional travel to various locations as needed.
• Fast-paced environment with a focus on customer service excellence and operational efficiency.

Job Type: Full-time

Pay: Rs60,000.00 - Rs80,000.00 per month

Work Location: In person