We are looking for a Quality Executive with 3+ years of experience to monitor and maintain the quality of customer interactions and ensure that the team follows the required processes and service standards. The person will be responsible for monitoring calls and other customer interactions, identifying gaps, sharing feedback with the team, and working with the operations team to improve overall quality and customer experience.
Key Responsibilities
Monitor and evaluate customer calls to check the quality of communication, information
shared, and process adherence.
Conduct regular quality audits for sales and customer service teams.
Check calls for proper customer handling, product knowledge, accuracy, and adherence
to company processes.
Identify mistakes, gaps, and areas of improvement during call audits.
Share regular feedback with team members and Team Leaders.
Maintain daily and monthly quality reports and audit records.
Track quality scores and highlight recurring issues to the concerned team.
Coordinate with Team Leaders and Operations Managers on quality-related concerns.
Conduct calibration sessions whenever required to ensure consistency in quality
evaluation.
Check whether the team is following the defined SOPs, scripts, and company guidelines.
Monitor customer interactions related to travel bookings, amendments, cancellations,
refunds, and other travel-related queries.
Identify training requirements based on quality observations and coordinate with the
training team.
Escalate serious quality issues or process violations to the reporting manager.
Suggest improvements in processes and customer handling based on audit findings.
Maintain proper documentation of quality audits, feedback, and action taken.
Requirements
Minimum 3 years of experience in Quality / Quality Assurance.
Experience in the Travel & Tourism industry will be preferred.
Candidates from Travel, OTA, BPO, Customer Service, or Sales processes can be
considered.
Good communication and interpersonal skills.
Strong observation and analytical skills.
Good knowledge of MS Excel and reporting.
Ability to identify gaps and provide clear and constructive feedback.
Good understanding of customer service and process compliance.
Ability to work closely with Operations, Sales, Training, and Team Leaders.
Should be comfortable handling multiple audits and meeting timelines.
As a Quality Executive at Asian Heart Institute, you will see the quality operations ensuring compliance with the statutory requirements and liaising with external and internal teams related to Quality Management Systems (e.g. certification and accreditation bodies). Your role includes coordinating with all departmental ...
Actively hiring Quality Analyst Start Date Starts Immediately CTC (ANNUAL) ₹ 3,00,000 - 6,00,000 ₹ 3,00,000 - 6,00,000 /year Experience 1 year(s) 1 year(s) Apply By 21 Nov' 26 Posted 2 days ago Job 151 applicants About the job As a quality analyst at InstaAstro, you'll help ensure software changes work as intended before ...
About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands.
Responsibilities: * Performs all functions of quality reviews and assessments of processes performed by international vendors * Review and trend account issues related to quality and provide feedback to operations management * Assists in ensuring vendors adhere to process and procedure according to vendor agreement * Demonstrates ...
Position: Quality Executive-Testing Location: Chhatrapati Sambhajinagar, Maharashtra Work Mode : Shift Based Word Looking for challenging role? If you really want to make a difference - make it with us Can we energize society and fight climate change at the same time? At Siemens Energy, we can. Our technology is key, but ...
AstraZeneca is hiring for the role of Analyst - Data Quality! Responsibilities of the Candidate: - Implement data validation and quality rules using SQL, and build reusable checks. - Build and maintain Power BI dashboards and monitoring reports for data health. - Investigate issues across source systems and pipelines, and ...
... also capable of mentoring junior team members, improving QA processes, identifying risks early, working closely with delivery teams, and helping build stronger quality practices across projects. Key Responsibilities - Own QA activities across assigned projects from requirement review through release. - Identify quality risks ...