Evaluates customer interactions against quality standards, documents findings, provides actionable feedback, identifies trends, and supports service improvement initiatives. The role leads client-facing call listening sessions, prepares quality reporting, supports complaint and escalation handling, collaborates with Operations and Training, and contributes to audits, calibration, onboarding, and quality projects. It requires strong communication, analytical judgment, attention to detail, and experience in contact center, quality assurance, and travel-related customer service environments.

Evaluates customer interactions against quality standards, documents findings, provides actionable feedback, identifies trends, and supports service improvement initiatives. Leads client-facing call listening sessions, prepares quality reporting, supports complaint and escalation handling, and collaborates with Operations, Training, and Client Services. The role also contributes to audits, calibration, onboarding, quality projects, and operational support while maintaining objectivity, confidentiality, and consistency.