Quality Analyst
taskus
Quality Analyst
bookmytournow· Quality Control
About this role
DUTIES & RESPONSIBILITIES
- Plan daily quality monitoring activities and select customer interactions for review.
- Monitor customer calls and evaluate greeting, requirement gathering, communication, objection handling, and next actions.
- Check whether customer travel requirements are captured correctly, including destination, dates, passengers, budget, hotels, itinerary, and special requirements.
- Evaluate lead qualification and verify whether Hot, Warm, and Cold lead classifications are appropriate.
- Review quotations for accuracy of itinerary, hotels, flights, transfers, inclusions, exclusions, pricing, discounts, and customer requirements.
- Check follow-up quality and verify whether Sales Executives contact customers on the planned date and record customer responses correctly.
- Monitor CRM records, WhatsApp, and email communication for accuracy, completeness, response quality, and process compliance.
- Audit confirmed bookings and verify customer details, payment information, documents, booking confirmations, acknowledgements, and handover to Operations.
- Identify critical errors such as incorrect pricing, incorrect package information, missing requirements, incorrect booking information, or unauthorized commitments, and escalate them promptly.
- Prepare QA feedback for Sales Executives with specific observations, examples, corrective actions, and review timelines.
- Conduct coaching and refresher training based on recurring quality gaps and recheck employee performance after training.
- Analyse quality trends, track corrective actions, coordinate with Team Leaders and Operations, and prepare daily, weekly, and monthly quality reports for management.
QUALIFICATIONS & EXPERIENCE
- Bachelor's degree in any discipline.
- Freshers with strong communication skills and willingness to learn are encouraged to apply.
- Experience in Tours & Travels, Quality Analysis, Customer Service, Sales Support, or related fields will be an advantage.
- Minimum 1 year of relevant work experience is mandatory.
- Experience in monitoring customer calls or sales processes will be preferred.
- Basic understanding of travel sales and booking processes will be an advantage.
SKILLS & ABILITIES
- Good verbal and written communication skills.
- Strong listening and observation skills.
- Good attention to detail.
- Ability to identify errors and process gaps.
- Good analytical and problem-solving skills.
- Good time management and follow-up skills.
- Ability to handle multiple audits and tasks.
- Ability to give clear and constructive feedback.
- Basic computer and documentation skills.
- Professional and positive attitude.
- Ability to work with Sales, Operations, and Management teams.
- Willingness to learn travel products, processes, and company SOPs.
TOOLS & TECHNOLOGY
- CRM / Lead Management System
- Calling / Call Recording System
- Zoho Email or Email System
- MS Excel
- MS Word
- Google Sheets / Google Workspace
- QA Checklists and Quality Trackers
- Travel package and quotation systems used by the company
Frequently Asked Questions
Is the salary disclosed for the Quality Analyst position at bookmytournow?
The salary for this Quality Analyst role at bookmytournow is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Quality Analyst position at bookmytournow located?
This Quality Analyst role at bookmytournow is based in Gurugram, HR, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Quality Analyst role at bookmytournow full-time or part-time?
This is listed as a FULL TIME position. It is posted as a Quality Analyst role in the Quality Control department at bookmytournow.
Which team or department does the Quality Analyst at bookmytournow belong to?
This Quality Analyst position is part of the Quality Control department at bookmytournow. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Quality Analyst position at bookmytournow?
Click the "Apply Now" button on this page. You will be redirected to bookmytournow's official application portal hosted on keka where you can submit your application directly.
When was the Quality Analyst job at bookmytournow posted?
This Quality Analyst position at bookmytournow was posted on Oct 10, 2026. Apply as soon as possible — early applications are often reviewed first.
Quality Analyst
bookmytournow
You'll be redirected to bookmytournow's official application page on keka.