Quality Assurance Specialist

3 days ago

Manila, National Capital Region, Philippines Gladex Travel and Tours Corp Full time

The Quality Assurance is responsible for ensuring that all travel-related services meet company standards, industry regulations, and customer expectations. This role focuses on monitoring processes, evaluating service quality, handling compliance, and recommending continuous improvements to enhance customer satisfaction and operational efficiency.

Key Responsibilities

  • Monitor and evaluate the quality of travel services, including ticketing, hotel reservations, tour packages, and customer support.
  • Conduct regular audits of booking processes, documentation, and transactions to ensure accuracy and compliance with company policies.
  • Review customer interactions (calls, emails, chats) to assess service quality and professionalism of travel consultants.
  • Analyze customer feedback, complaints, and satisfaction surveys to identify trends and root causes of service issues.
  • Investigate errors such as incorrect bookings, fare discrepancies, itinerary changes, and travel document issues.
  • Prepare quality performance reports and present findings to management.
  • Recommend and implement corrective and preventive actions to improve service delivery.
  • Ensure compliance with airline rules, travel regulations, visa requirements, and company procedures.
  • Collaborate with training and operations teams to address skill gaps and improve staff performance.
  • Assist in developing quality standards, SOPs, and service benchmarks.

Qualifications And Skills

  • Bachelors degree in Tourism, Hospitality Management, Business Administration, or a related field.
  • At least 13 years of experience in quality assurance or travel agency operations.
  • Familiarity with airline policies, tour operations, and travel documentation requirements.
  • Excellent analytical, problem-solving, and reporting skills.
  • Strong communication and interpersonal skills.
  • Attention to detail and high level of accuracy.
  • Ability to work independently and manage multiple tasks.

Key Competencies

  • Quality auditing and compliance monitoring
  • Process improvement and documentation
  • Customer service excellence
  • Data analysis and reporting
  • Team collaboration and coaching

Performance Indicators (KPIs)

  • Reduction in booking and documentation errors
  • Customer satisfaction and complaint resolution rate
  • Compliance audit scores
  • Improvement in agent performance metrics

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