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Quality Analyst - Senior Executive at EXL Talent Acquisition Team

Gurugram, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

07 Sep, 26

Salary

0.0

Posted On

09 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Voice Process Expertise, Quality Auditing, GDS Queue Management, Ticketing, Fare Rules, Hotel Booking Platforms, Compliance Monitoring, Workflow Analysis, Travel Product Management, Service Gap Identification

Industry

Business Consulting and Services

Description

* Strong voice expertise is mandatory, with proven experience in handling voice processes * Monitor and audit travel consultant interactions (calls, emails, chats) for quality and compliance * Audit handling of GDS queues (ticketing queues, schedule changes, refund queues) to ensure timely and accurate action * Validate consultant expertise in ticket exchanges, reissues, and refunds as per airline fare rules * Review usage and accuracy within hotel booking platforms such as Hotel Hub or similar systems * Ensure compliance with airline policies, visa requirements, and company SOPs * Identify service gaps and recommend corrective and preventive actions * Analyze travel service workflows (e.g., bookings, rebooking, cancellations, refunds) for inefficiencies. * Graduate in any stream * Diploma in Travel & Tourism preferred and Diploma in Fares & Ticketing preferred * Hands-on experience to manage Travel Products

Responsibilities

Monitor and audit travel consultant interactions across calls, emails, and chats to ensure quality and compliance. Validate the accuracy of GDS queue handling, ticket exchanges, and hotel bookings while identifying service gaps for improvement.