Quality Analyst - Senior Executive

• Minimum French proficiency: B2 (Upper-Intermediate) - must be able to communicate fluently with native speakers and handle professional conversations
• 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

Higher Education Diploma with 1 - 2 years of relevant experience