Specialist Quality

5 months ago

Mumbai, India Etraveli AB Full time

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2500 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Canada, Greece, India, Poland and Uruguay.

Purpose

The Monetary Loss Prevention Specialist (MLP) is a senior role within our Customer Service Quality Department. Your main responsibility will be to conduct comprehensive data analysis on transactions to identify errors that could negatively affect the customer experience or result in financial losses for the company. Utilizing data from various sources, including Retail Loss files, ADMs, and records of missing fees, your primary task will be to determine if these errors are due to agent mistakes or unclear procedures, ensuring transparency and operational integrity.

This position is based in Mumbai and is part of the Customer Services Quality department.

Responsibilities

Analyze and assess transactions that have caused or could potentially cause retail losses Identify error trends and conduct detailed analyses Detect recurring errors and propose optimizations and solutions Provide constructive feedback to relevant teams Be receptive to giving and receiving feedback Collaborate with other teams within the organization to drive improvements Foster effective cross-departmental cooperation Report issues or procedural gaps Analyze and suggest improvements

Requirements

Minimum of 4-5 years of proven experience in the Online Travel Agency and Airline industry Previous experience in Quality is an asset A university degree, preferably in Hospitality and Tourism Management or Business Administration will be considered an advantage Excellent knowledge of GDS systems (Amadeus, Sabre, Galileo) Hands-on experience with NDC, LCC, and BSP systems Proficiency in processing ticket issuance, re-issuance, and refunds Proven experience in reading and interpreting airline fare rules Experience with KPIs and deadlines Skilled in data analysis and report generation Strong attention to detail and ability to work under deadlines Advanced proficiency in MS Office (especially Excel) and familiarity with reporting tools (, Qliksense, Looker) is highly valued Excellent knowledge of Google Suite (Sheets, Docs, and Slides) Data-driven mindset with strong critical, analytical, and investigative skills Self-motivated with the ability to take ownership in a fast-paced environment Proactive, initiative-taking, and detail-oriented Excellent communication skills, a positive attitude, and a strong command of English High level of responsibility and integrity, with enthusiasm for working in a multicultural, international, and dynamic environment Ability to summarize and present complex information clearly and concisely

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