Qa (Delta Airlines)
Powai, Mumbai
To make sure the right answers were delivered to the passengers in regards to the question/ issues they came acrossKEY RESPONSIBILITIES • Participating in designing of email monitoring formats and quality standards• Performed monitoring and provided trend data to management team• Extensive use of quality monitoring data system to compile and track performance at team and individual level.• When volumes went high, answer queries, handled complaints/refunds-offered compensation for unused ticket, vouchers, coupons and unsatisfied customer service on the flights (On board).(Via emails)• Keeping no space for FATAL error & making sure email etiquettes were maintained• Participating in customer and client listening programs to identify customer needs and expectations• Making sure the Queues go dry fast and SLA meet or exceed expectations.• Provide actionable data to various internal support groups when needed• Coordinate and facilitate calibration sessions for staff members• Provided feedback to team leaders and managers• Prepared and analyzed internal and external quality reports for management staff review• Interact with client to make sure the audits were performed on time• Perform regular audits and give regular Feedbacks for the audits performed internally on a weekly basis• Awareness about the KRA with the team TEAM HUDDLE-• Performed training, coaching, feedback and assistance to the team members and making sure they understand new policies and procedures for quality purpose.• Share recent updates about the process and workflows • Making sure team members are in compliance with the rules and regulations set by the organization
