Quality Analyst

Job Description for QA

The Quality Analyst for Tours & Travel Packages is responsible for evaluating and improving the quality of travel products, customer interactions, and service delivery. This role ensures that tour packages meet company standards, customer expectations, and regulatory requirements while enhancing overall customer satisfaction.

Key Responsibilities

1. Quality Monitoring & Audits

Review and audit tour packages, itineraries, and booking processes for accuracy and completeness

Monitor customer interactions (calls, emails, chats) for service quality

Evaluate vendor services (hotels, transport, guides) against quality benchmarks

2. Process Improvement

Identify gaps in service delivery and recommend corrective actions

Develop and implement quality standards and SOPs for tour operations

Work closely with operations and product teams to improve package offerings

3. Customer Experience Analysis

Analyze customer feedback, reviews, and complaints

Track key metrics like CSAT, NPS, and complaint resolution time

Suggest improvements to enhance customer satisfaction and retention

4. Compliance & Documentation

Ensure packages comply with company policies and travel regulations

Maintain audit reports, quality scorecards, and documentation

Conduct periodic quality checks and generate performance reports

5. Training & Coaching

Provide feedback and coaching to sales, support, and operations teams

Assist in training programs focused on quality improvement

Share best practices and quality benchmarks

Required Skills & Qualifications

Experience:

1–4 years in Quality Assurance / Travel Operations / Customer Support (travel domain preferred)

Skills:

* Strong attention to detail and analytical thinking

* Knowledge of travel industry (itineraries, bookings, GDS systems is a plus)

* Excellent communication and documentation skills

* Ability to analyze data and generate insights

* Proficiency in MS Excel / Google Sheets

Preferred Skills

* Experience with QA tools or CRM systems

* Knowledge of domestic & international travel regulations

* Familiarity with OTA platforms and package structuring

Key Performance Indicators (KPIs)

Quality audit scores

Customer satisfaction (CSAT / NPS)

Reduction in customer complaints

Process improvement implementation rate

Error rate in itineraries and bookings