QUALITY ANALYST – FLIGHT & HOTEL BOOKINGS

Job Title: Quality Analyst – Flight & Hotel Bookings

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.

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.

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).