Quality Assurance (QA) Executive

Job Purpose

The QA Executive is responsible for monitoring, evaluating, and improving the quality of calls and processes within the inbound travel agency. The role ensures customer interactions are handled professionally, meet company standards, and comply with regulatory requirements, while supporting agents in achieving performance excellence.

Key Responsibilities

• Monitor inbound calls, chats, and emails to assess quality and compliance with company policies.
• Evaluate agent performance based on call handling, accuracy, communication skills, and customer service standards.
• Identify training needs and provide constructive feedback to agents and supervisors.
• Maintain QA scorecards and dashboards to track performance trends.
• Recommend process improvements to enhance customer satisfaction and operational efficiency.
• Collaborate with Operations and Training teams to design and implement corrective action plans.
• Ensure compliance with industry regulations, company policies, and client requirements.
• Prepare weekly and monthly QA reports for management review.
• Conduct calibration sessions with QA, Operations, and Training teams to align on quality standards.
• Support continuous improvement initiatives to improve customer experience.

Key Skills & Competencies

• Strong communication and analytical skills.
• Attention to detail with the ability to identify gaps and errors.
• Knowledge of call center operations, preferably in the travel/ticketing industry.
• Proficiency in MS Office and call monitoring tools.
• Ability to give constructive feedback and coach agents effectively.
• Strong problem-solving and decision-making skills.

Qualifications & Experience

• Bachelor’s degree (preferred in Business, Tourism, or related field).
• 3-5 years of QA experience in a call center environment (travel industry experience is a plus).
• Familiarity with GDS systems (Amadeus, Sabre, Galileo) will be an added advantage.

Performance Indicators (KPIs)

• Accuracy of QA evaluations.
• Improvement in agent performance post-feedback.
• Customer satisfaction scores.
• Compliance adherence rate.
• Timeliness and quality of QA reports.

Job Type: Full-time

Ability to commute/relocate:

• Islamabad: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Are comfortable working from 2PM to 11 PM (Monday to Saturday)

Experience:

• QA: 3 years (Required)

Language:

• English (Required)

Work Location: In person