Quality Analyst Flight

3 days ago

Delhi, Delhi, India Aertrip Full time

: Quality Analyst Flight & Hotel Bookings
Location:
Ghitorni, Delhi

Type:
Travel Operations QA

Job Time:
10 AM to 7 PM

Job Title:
Quality Analyst Flight & Hotel Bookings

Company:
Aertrip

Location:
Ghitorni, New Delhi

Experience Required:
26 Years (Travel / OTA / Airline Domain preferred)

About The Role
Aertrip is seeking a highly detail-orientated and analytical quality analyst with strong expertise in the travel domain. The ideal candidate will ensure booking accuracy, operational compliance, and exceptional customer service quality. This role requires hands-on experience with GDS platforms, airline workflows, fare rules, and ADM/ACM risk management.

Key Responsibilities

  • Conduct quality audits for flight and hotel bookings, including ticketing, amendments, cancellations, refunds, and ancillaries.
  • Review PNRs in Amadeus / Galileo / Sabre to verify fare accuracy, booking class, SSR/OSI compliance, and adherence to airline policies.
  • Identify booking errors and process gaps; recommend corrective and preventive actions (CAPA).
  • Evaluate customer interactions (calls, chats, emails) and provide structured feedback to agents.
  • Monitor ADM/ACM trends and implement actions to reduce avoidable airline penalties.
  • Create quality dashboards, trackers, and detailed QA reports for management.
  • Support training teams with SOP updates, knowledge documents, and process improvements.
  • Ensure high accuracy, SLA adherence, and overall operational compliance.
  • Collaborate with Operations, Product, Training, and Leadership teams to drive continuous improvement.

Must-Have Skills

  • Strong travel domain knowledge (OTA / airline operations / GDS workflows).
  • Hands-on experience with Amadeus, Galileo, or Sabre (PNR creation, reissue, refunds, queues).
  • Strong error detection, process evaluation, and operational risk assessment skills.
  • Excellent communication, documentation, and feedback delivery skills.
  • Strong analytical and reporting abilities (Excel / Google Sheets required).
  • Understanding of BSP, ARC, ADM/ACM, airline fare rules, and industry standards.

Good to Have

  • Experience with quality frameworks: RCA, CAPA, and calibration sessions.
  • Knowledge of MIS, automation, and reporting tools.
  • Certification in Quality Assurance, Lean Six Sigma, or Process Excellence (preferred but not mandatory).

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