Quality Analyst - Travel Contact Centre (3-5 yrs)

Job Title: Associate-Quality Analyst

Industry: Contact Center/Customer Experience (CX), Aviation

Location: Gurugram

Job Type: Full-Time

Minimum Qualification: Master's/Bachelor's degree in Business Administration, Communication or a related field

Experience: Minimum 3+ years of experience as a Quality Analyst in a contact center or customer service environment, preferably in the Aviation/Travel Industry

Roles And Responsibilities

- Monitor and evaluate contact center interactions (calls, emails, chats, social media) to ensure adherence to quality standards and service guidelines.

- Conduct regular evaluations of agents' performance based on communication skills, product knowledge, system navigation, and compliance with processes.

- Provide constructive feedback to agents and teams, offering coaching and recommendations for improvement.

- Maintain and update quality scorecards and dashboards to highlight performance strengths and areas for development.

- Participate in calibration sessions with vertical supervisors and stakeholders to ensure consistency in evaluations and scoring.

- Conduct root cause analysis for customer escalations to identify patterns and areas for improvement.

- Ensure agents comply with aviation regulations, data privacy laws, and industry standards in all customer interactions.

- Generate reports on agent performance and quality trends, presenting insights to management for data-driven decision-making.

- Identify opportunities for process optimization to enhance contact center efficiency and customer satisfaction.

- Collaborate with the Customer Experience team to integrate customer feedback into agent coaching and training initiatives.

- Assist in resolving escalated customer issues and provide guidance to agents in handling complex cases.

- Recognize top-performing agents and foster a culture of excellence and motivation within the contact center.

- Liaise with cross-functional teams to share quality insights and contribute to continuous improvement efforts.

- Identify training needs and collaborate on training initiatives for improvement based on audit observations.

- Conduct vendor audits to ensure Airlines quality standards and compliance are met.

- Perform regular compliance checks, including call audits, escalation root cause analysis, and hygiene checks.

Qualifications & Skills:

- Strong interpersonal and communication skills.

- Attention to detail with strong analytical skills.

- Stakeholder management abilities and problem-solving expertise.

- Familiarity with quality monitoring tools and contact center technologies.

- Knowledge of aviation industry regulations and data privacy laws.

- Ability to drive positive customer experience and create action plans for improvement.