Full-Time Quality Analyst - Corporate Travel & Outsourcing

Job Summary:

Seeking a detail-oriented and analytical Quality Analyst to join our dynamic Corporate Travel & Outsourcing team. Responsible for monitoring, evaluating, and enhancing the quality of customer interactions and operational processes to ensure service excellence and compliance with client expectations.

Key Responsibilities:

• Monitor and evaluate inbound/outbound calls, emails, chats, and transactions to ensure adherence to quality standards.
• Conduct root cause analysis and identify process gaps or training needs.
• Provide actionable feedback to agents and team leaders to improve performance.
• Collaborate with operations, training, and client teams to drive continuous improvement.
• Maintain accurate records of evaluations and quality metrics.
• Participate in calibration sessions to align quality standards across teams.
• Assist in developing quality scorecards, audit forms, and reporting dashboards.
• Ensure compliance with company policies, client SLAs, and regulatory requirements.

Required Qualifications:

• Minimum Bachelor’s degree in any discipline.
• 2 years of minimum experience in a Quality Analyst role, preferably in corporate travel, BPO, or outsourcing environments.
• Strong understanding of travel processes, GDS systems (Sabre, Amadeus, Galileo), and customer service protocols is a plus.
• Excellent communication skills in English (spoken and written); Spanish proficiency is an advantage.
• Proficient in MS Office (Excel, PowerPoint, Word) and quality monitoring tools.
• Ability to work in rotational shifts, including weekends and holidays.

Preferred Attributes:

• Analytical mindset with attention to detail.
• Ability to handle multiple tasks and meet deadlines.
• Strong interpersonal skills and a collaborative approach.
• Experience in Six Sigma, Lean, or other quality frameworks is a plus.

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