Quality Control Executive (QC For BPO)
We are looking for a detail-oriented and responsible Quality Control Executive to monitor, evaluate, and improve the quality of customer interactions and travel booking processes. The candidate will ensure that employees follow company standards, maintain service quality, and deliver an excellent customer experience.
Key Responsibilities
1. Monitor and evaluate customer service calls, emails, and booking interactions.
2. Conduct quality audits of employees handling US travel and tour package inquiries.
3. Ensure employees follow company policies, standard operating procedures (SOPs), and quality guidelines.
4. Identify errors, process gaps, and areas requiring improvement.
5. Provide constructive feedback to employees to improve their performance.
6. Prepare daily, weekly, and monthly quality reports.
7. Monitor call handling, communication skills, product knowledge, and customer satisfaction.
8. Identify recurring issues and coordinate with Team Leaders and Managers for corrective action.
9. Conduct quality calibration sessions with Team Leaders and Operations Managers.
- Ensure accurate information is provided to customers regarding travel packages, bookings, cancellations, and other services.
Required Skills & Qualifications
- Minimum 1–2 years of experience in Quality Control / Quality Analyst roles, preferably in the travel industry or BPO.
- Good understanding of US travel processes and tour packages.
- Excellent verbal and written communication skills.
- Strong analytical and observation skills.
- Knowledge of quality monitoring parameters and performance metrics.
- Proficiency in MS Excel, Word, and reporting tools.
- Ability to identify errors and provide effective feedback.
- Strong attention to detail and problem-solving abilities.
Key Performance Indicators (KPIs)
- Quality Audit Score
- Call Monitoring Accuracy
- Process Compliance
- Error Identification and Reduction
- Customer Handling Quality
- Feedback and Improvement Tracking
- Timely Submission of Quality Reports
Preferred Candidate Profile
- Experience in US Travel and Tourism or International BPO processes.
- Ability to work independently and manage quality audits.
- Strong understanding of customer service standards.
- Flexible to work in rotational or US business-hour shifts, as required.
- Pay
- ₹40,000.00 - ₹65,000.00 per month
- Work Location
- In person
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