Quality Analyst Job in Gurgaon at BookMyTourNow

BookMyTourNow is hiring for the role of Quality Analyst!

Responsibilities of the Candidate:

• Monitor and evaluate various aspects of our operations, including customer interactions, booking processes, and service delivery.
• Conduct quality checks on customer bookings, travel itineraries, and other relevant documents.
• Analyse customer feedback and identify trends in service quality.
• Evaluate the performance of travel consultants and other staff members.
• Identify areas for improvement in existing processes and procedures.
• Develop and implement quality assurance processes and standards.
• Collaborate with other departments to implement changes and improve overall service quality.
• Recommend and implement solutions to address quality issues.
• Collect and analyze data related to service quality and customer satisfaction.
• Prepare reports on quality metrics and trends.
• Use data to identify areas for improvement and track the effectiveness of quality initiatives.
• Collect and analyze customer feedback from various sources (e.g., surveys, reviews, social media)
• Identify trends and patterns in customer feedback
• Work with other departments to address customer concerns and improve customer satisfaction.
• Provide training and support to staff members on quality assurance processes and standards.
• Develop training materials and conduct training sessions.
• Coach and mentor staff members on best practices for service quality.
• Ensure compliance with all relevant industry regulations and quality standards.
• Maintain accurate records of quality checks, audits, and other quality-related activities.

Requirements:

• Bachelor's degree in Business Administration, Quality Management, or a related field preferred.
• Proven experience in a quality assurance role, preferably in the travel industry or a related field.
• Strong analytical and problem-solving skills.
• Excellent attention to detail and accuracy.
• Ability to work independently and as part of a team.
• Strong communication and interpersonal skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Experience with quality management tools and methodologies is a plus.