Quality Analyst - International Travel BPO

1 Years

Job Description

Position Title: Quality Analyst
F unction: Operations - Support
Managerial Stage: Executive /Sr. Executive
Reporting to: Manager Quality
Location: Gurgaon
Experience required: 2-4 years
Education: UG - Any Graduate / Any post- Graduate


  • Improve the Sales capabilities of the agents through monitoring, coaching, mentoring and training and overall development of agents
  • Monitor and analyze calls on daily basis to ensure quality standards are met.
  • Preparing weekly reports
  • Coach agents based on evaluation trends to improve their sales capabilities.
  • Drive compliance and ensuring that all process guidelines and policies are followed efficiently and appropriately
  • Conduct Sessions and Coaching whenever required
  • Responsible for continual enhancement of agent performance
  • Conduct / Participate in weekly calibration sessions with Operations/Quality
  • Train new hires on all Quality metrics and guidelines.
  • Analyze the root causes for the defects identified through the audits using basic quality tools.
  • Accurately report the root causes of the defects to the business units (Quality/Operations) within defined deadline of identifying the defects
  • Liaison with Operations to bring about improvement in process metrics and
  • Ensure that the actionable is being followed.

Skills required

  • 2 years of experience in an international Voice Process minimum 1 year experience in Quality as Quality Analyst / Sales Coach / Compliance coach.
  • Excellent communication and interpersonal skill.
  • Familiar with feedback fundamentals and coaching skills.
  • Ability to analyze performance for Agents on the basis of Language metrics and Quality Monitoring.
  • Good analytical skills to identify the Variance in the Key Result Areas for the Process.
  • Strong hold on understanding the Selling skills: Need assessment, Rapport Building, Objection handling, Strong Sales pitch keeping in mind Compliance guidelines.
  • Ability to provide feedback in the most constructive manner.
  • Ability to coach, develop action plans which maximize performance and provide effective feedback
  • Strong customer service skills: empathy, listening, enthusiastic, patience, reasoning and problem-solving skills
  • Excellent knowledge of MS Office (Word, Excel, PowerPoint ).
  • Knowledge of Basic quality tools, six sigma. Will be add on
  • Candidates with Experience in Travel Process will be given preference
  • Good knowledge of Amadeus / Sabre. Will be addon

Add ons-

  • Both side cab
  • 5 Days working
  • 24*7 work environment


please share your updated cv at hr_executive@xcelserv.com

or call on 8929573210

or walk in for interview from Monday to Friday post 12 PM



Salary: INR 3,00,000 - 4,50,000 PA.

Industry:BPO / Call Centre / ITES

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Quality

Role:Quality Coach


Desired Candidate Profile

Please refer to the Job description above

Company Profile

Xcel Serv Solutions Private Limited

For More Kindly visit https://www.myflightsearch.com/ or http://www.xcelserv.com/
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Contact Company:Xcel Serv Solutions Private Limited