DUTIES & RESPONSIBILITIES • Plan daily quality monitoring activities and select customer interactions for review. • Monitor customer calls and evaluate greeting, requirement gathering, communication, objection handling, and next actions. • Check whether customer travel requirements are captured correctly, including destination, dates, passengers, budget, hotels, itinerary, and special requirements. • Evaluate lead qualification and verify whether Hot, Warm, and Cold lead classifications are appropriate. • Review quotations for accuracy of itinerary, hotels, flights, transfers, inclusions, exclusions, pricing, discounts, and customer requirements. • Check follow-up quality and verify whether Sales Executives contact customers on the planned date and record customer responses correctly. • Monitor CRM records, WhatsApp, and email communication for accuracy, completeness, response quality, and process compliance. • Audit confirmed bookings and verify customer details, payment information, documents, booking confirmations, acknowledgements, and handover to Operations. • Identify critical errors such as incorrect pricing, incorrect package information, missing requirements, incorrect booking information, or unauthorized commitments, and escalate them promptly. • Prepare QA feedback for Sales Executives with specific observations, examples, corrective actions, and review timelines. • Conduct coaching and refresher training based on recurring quality gaps and recheck employee performance after training. • Analyse quality trends, track corrective actions, coordinate with Team Leaders and Operations, and prepare daily, weekly, and monthly quality reports for management. QUALIFICATIONS & EXPERIENCE • Bachelor's degree in any discipline. • Freshers with strong communication skills and willingness to learn are encouraged to apply. • Experience in Tours & Travels, Quality Analysis, Customer Service, Sales Support, or related fields will be an advantage. • Minimum 1 year of relevant work experience is mandatory. • Experience in monitoring customer calls or sales processes will be preferred. • Basic understanding of travel sales and booking processes will be an advantage. SKILLS & ABILITIES • Good verbal and written communication skills. • Strong listening and observation skills. • Good attention to detail. • Ability to identify errors and process gaps. • Good analytical and problem-solving skills. • Good time management and follow-up skills. • Ability to handle multiple audits and tasks. • Ability to give clear and constructive feedback. • Basic computer and documentation skills. • Professional and positive attitude. • Ability to work with Sales, Operations, and Management teams. • Willingness to learn travel products, processes, and company SOPs. TOOLS & TECHNOLOGY • CRM / Lead Management System • Calling / Call Recording System • WhatsApp • Zoho Email or Email System • MS Excel • MS Word • Google Sheets / Google Workspace • QA Checklists and Quality Trackers • Travel package and quotation systems used by the company