Job Description
The Quality Assurance – GDS Travel is responsible for monitoring, evaluating, and improving the quality of travel-related transactions and customer interactions handled through Global Distribution Systems (GDS). This role ensures compliance with client requirements, company policies, and industry standards while providing actionable feedback, coaching support, and performance insights to enhance service quality, accuracy, and customer satisfaction.
Key Responsibilities
- Monitor and evaluate travel reservations, ticketing, exchanges, refunds, and customer interactions processed through GDS platforms.
- Conduct quality audits on voice, non-voice, email, chat, and back-office transactions to ensure compliance with client standards and company policies.
- Assess adherence to travel industry regulations, fare rules, booking procedures, and quality guidelines.
- Provide timely, constructive feedback and coaching recommendations to agents and Team Lead...