Quality Analyst For Travel Process

Job description

• Audit Voice Calls to ensure adherence to set Transaction Handling Guidelines
• Audit Customer responses received through surveys to identify improvement areas
• Conduct daily briefings, refresher sessions on regular basis
• Make recommendations to help reduce errors, and improve revenue generations
• Escalate unresolved issues to relevant teams, and work with them to resolve the identified issues
• Assist in implementing changes or modifications to the Quality Assurance department s evaluation process
• Analyze the root causes for the defects identified through the audits using basic quality tools
• Report, accurately promptly, the root causes of the defects to the business units
• Analyze trends and submit recommendations to Management for the top identified defects
• Train new hires on all Quality metrics and guidelines
• Flexibility with Shifts

Skills:

• Good knowledge of Travel Process
• Ability to handle Internal and External Customer Issues/rate Customer
• Strong Analytical bend of mind
• Should be able to question the status quo
• Patience level should be very high
• Ownership to resolve queries
• Number Friendly and Quick with basic Number based Calculations
• Excellent Understanding of Customer Satisfaction
• Must be able to Continuously Enhance Selling Skills of agents
• Excellent Presentation, Feedback Coaching skills.
• Technical knowledge of English communication intonation, syllable, punctuation etc.
• Receptiveness to change, and ability to drive changes
• Ability/readiness to work in sales driven environment
• Customer service attitude
• Excellent People management skills
• Self-driven / motivated

Walkin Interview - Plot no 512-513 , Udyog Vihar phase-3, sec-19 , Gurgaon

Timing -10am to 4pm , Bring your Resume

Call Vinay HR @ 8920040414