Responsibilities

• Monitor team performance and service delivery standards across Customer Success departments.
• Review Hotel Onboarding Queue and Stop-Sale Queue tickets.
• Check ticket accuracy, response time (SLA), and closure quality.
• Verify modifications and offers are updated accurately in Juniper and Intranet/Extranet.
• Check ticket accuracy, response time (SLA), and closure quality.
• Review Main Yield Tickets (after property goes live).
• Check urgent investigation tickets from Stop-Sale Queue.
• Validate rate comparison cases (B2B & B2C), yield bookings, and hotel performance follow-up.
• Review Hotel Support Queue bookings and cases.
• Check ticket resolution accuracy, response SLA, and closure timeliness.

Requirements

• Minimum 3 years’ experience in Quality Assurance in the travel industry
• Knowledge of mapping codes is preferable
• English at a conversational level
• Strong background in QC
• Strong analytical skills for identifying process improvements
• Attention to detail in reviewing service delivery
• Excellent communication skills for cross-functional collaboration

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