Quality Assurance Agent - Travel...
Cultiv -
Heliopolis, Cairo
Job Details
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Job Description
- Conduct regular quality checks, and customer interactions to detect service gaps or errors.
- Audit communication channels (calls, emails) to evaluate tone, accuracy, response time, and professionalism.
- Collaborate with Operations, Customer Service to identify areas of improvement and implement corrective actions.
- Assist in the development of quality standards, scorecards, and evaluation forms.
- Deliver training and feedback sessions to agents and team leaders to improve performance and consistency.
- Monitor performance metrics and KPIs to ensure adherence to service standards.
- Support new hire onboarding by evaluating their interactions and providing coaching.
- Prepare and present regular QA reports with detailed findings, trends, and improvement recommendations.
- Suggest and implement process improvements to enhance customer experience and operational efficiency for the QA
Job Requirements
- 2-5 years of experience in quality assurance, within the travel industry.
- Have knowledge in using Juniper and Freshdesk systems.
- Proven track record of conducting audits, evaluations, or process reviews in a customer-facing environment.
- Excellent communication skills, both written and verbal, for clear reporting and collaboration.
- Detail-oriented mindset with a commitment to accuracy and thoroughness.
- Ability to work onsite and collaborate effectively with cross-functional teams.
- Knowledge in travel industry regulations, standards, and best practices.
- Experience using quality management systems or related software tools.
- Demonstrated problem-solving abilities and proactive approach to process improvement.
- Adaptability to fast-paced, innovative environments and evolving business needs.
