Quality Assurance - GDS Travel

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 Leaders to improve performance.
• Analyze quality trends, identify recurring errors, and recommend process improvements to enhance operational efficiency.
• Prepare and present quality reports, scorecards, and performance dashboards to Operations and leadership teams.
• Partner with Operations, Training, and Workforce Management to address performance gaps and support continuous improvement initiatives.
• Participate in calibration sessions to ensure consistency and accuracy of quality evaluations.
• Support the development and maintenance of quality monitoring forms, audit tools, and quality standards.
• Ensure compliance with client contractual requirements, internal quality frameworks, and data privacy regulations.
• Assist in root cause analysis and corrective action planning for quality-related issues and customer escalations.
• Stay current with travel industry updates, GDS enhancements, airline policies, and client process changes.

Qualifications

• Bachelor's degree in Tourism, Hospitality Management, Business Administration, or a related field is preferred.
• Minimum of 2–4 years of experience in Quality Assurance within a travel, airline, or BPO environment.
• At least 2 years of hands-on experience using Global Distribution Systems (GDS) such as Amadeus, Sabre, or Travelport (Galileo/Apollo).
• Strong knowledge of airline reservations, ticketing, fare rules, exchanges, refunds, and travel operations.
• Experience supporting voice, non-voice, or back-office travel accounts is an advantage.

Required Skills

• Strong knowledge of GDS reservation and ticketing systems
• Quality monitoring and audit techniques
• Coaching and performance improvement
• Root cause analysis and problem-solving
• Excellent verbal and written communication skills
• Analytical and reporting skills
• Attention to detail and accuracy
• Stakeholder collaboration and relationship management
• Time management and organizational skills
• Proficiency in Microsoft Excel, PowerPoint, and reporting tools
• Ability to interpret quality metrics and recommend operational improvements

Success Measures

• Achievement of quality score targets across supported teams
• Reduction in booking, ticketing, and documentation errors
• Improved agent performance following coaching and quality interventions
• High compliance with client, airline, and regulatory requirements
• Timely completion of quality audits and reporting
• Positive client and stakeholder feedback
• Continuous improvement in customer satisfaction and operational performance