Subject Matter Expert
4 days ago
About the Role:
We are looking for a detail-oriented and customer-focused Subject Matter Expert (SME) to join our Travel Process team. The SME will serve as the key point of expertise for travel-related operations, ensuring process excellence, compliance, and customer satisfaction. You will act as a bridge between the operations team, training, and management to drive performance and quality standards.
To apply, Call HR Niharika at
Key Responsibilities:
- Provide expert support to agents and team leads on travel-related queries (flights, hotels, bookings, refunds, reissues, etc.)
- Monitor process adherence and ensure compliance with client and company policies.
- Conduct refreshers, process trainings, and floor support sessions for new and existing staff.
- Identify process gaps and recommend improvements to enhance efficiency and customer experience.
- Work closely with Quality, Training, and Operations teams to meet business KPIs.
- Stay updated on industry trends, tools, and travel policies.
Qualifications & Skills:
- Graduate in any discipline (preferably Travel / Hospitality background).
- 37 years of experience in the travel domain (BPO or GDS-based process preferred).
- Hands-on knowledge of GDS tools (Amadeus, Sabre, Galileo, etc.) is mandatory.
- Strong communication and analytical skills.
- Ability to manage escalations and mentor team members effectively.
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