Lead - Customer Experience (Quality Analyst)

We are seeking a detail-oriented and analytical Quality Analyst to join our team in the travel industry. The Quality Analyst will be responsible for monitoring and evaluating customer interactions across various channels (voice, chat, email) to ensure compliance with company standards, policies, and customer service excellence. This role plays a critical part in driving continuous improvement, providing feedback, and supporting training initiatives to enhance overall team performance.

• Monitor and evaluate customer interactions related to travel bookings, itinerary changes, and customer inquiries to ensure quality and compliance.

• Provide actionable feedback and coaching to agents to enhance performance and customer experience.

• Collaborate with Training and Operations teams to identify training needs, process gaps, and areas for improvement.

• Maintain and update quality monitoring forms, guidelines, and scorecards specific to the travel industry.

• Analyze quality trends and generate reports with insights to improve customer interactions.

• Assist in developing quality improvement initiatives and best practices for travel-related services.

• Conduct calibration sessions with internal stakeholders to align on quality expectations.

• Stay updated on travel policies, airline regulations, and industry trends.

Preferred Qualifications:

• Prior experience in Quality Assurance, Customer Service, or a related field, preferably in a travel account.

• Strong analytical and critical-thinking skills.

• Excellent communication skills (verbal and written).

• Familiarity with quality monitoring tools and reporting.

• Ability to provide constructive feedback and coaching.

• Proficiency in Microsoft Office (Excel, Word, PowerPoint) or similar tools.

• Experience in a call center or customer support environment is a plus.

• Knowledge of Sabre GDS or other travel reservation systems is a bonus.