Quality Assurance Analyst – GDS Travel

About the role

The Quality Assurance Analyst for GDS Travel ensures that travel‑related transactions and customer interactions processed through Global Distribution Systems meet client requirements, company policies, and industry standards. The role provides actionable feedback, coaching, and performance insights to improve service quality, accuracy, and customer satisfaction.

Key responsibilities

• Monitor and evaluate reservations, ticketing, exchanges, refunds, and customer interactions processed via GDS platforms.
• Conduct quality audits on voice, non‑voice, email, chat, and back‑office transactions.
• Assess compliance with airline regulations, fare rules, booking procedures, and internal quality guidelines.
• Provide timely feedback and coaching recommendations to agents and team leaders.
• Analyze quality trends, identify recurring errors, and suggest process improvements.
• Prepare and present quality reports, scorecards, and performance dashboards.
• Collaborate with Operations, Training, and Workforce Management to address performance gaps.
• Participate in calibration sessions and maintain audit tools and monitoring forms.
• Ensure compliance with client contracts, internal frameworks, and data‑privacy regulations.
• Assist in root‑cause analysis and corrective‑action planning for escalations.

Required profile

• Bachelor’s degree in Tourism, Hospitality Management, Business Administration or related field (preferred).
• 2–4 years of Quality Assurance experience in travel, airline or BPO environments.
• At least 2 years of hands‑on experience with GDS platforms such as Amadeus, Sabre or Travelport (Galileo/Apollo).
• Strong knowledge of airline reservations, ticketing, fare rules, exchanges and refunds.
• Experience supporting voice, non‑voice or back‑office travel accounts is an advantage.

Required skills

• Proficiency with Global Distribution Systems (Amadeus, Sabre, Travelport).
• Quality monitoring and audit techniques.
• Root‑cause analysis and problem‑solving.
• Advanced Microsoft Excel and PowerPoint.
• Experience with reporting tools and interpreting quality metrics.