Lead - Customer Experience (Quality Analyst) (Travel)

Location: Taguig, Philippines

Company

hirify.global Global Services provides business transformation, back-office, and customer service support services across multiple industries and countries.

What you will do

• Monitor and evaluate voice, chat, and email interactions involving travel bookings, itinerary changes, and customer inquiries.
• Provide actionable feedback and coaching to customer service agents.
• Collaborate with Training and Operations teams to identify training needs and process gaps.
• Maintain quality monitoring forms, guidelines, and scorecards for travel services.
• Analyze quality trends, prepare reports, and support quality improvement initiatives.
• Conduct calibration sessions and stay current on travel policies, airline regulations, and industry trends.

Requirements

• Experience in Quality Assurance, Customer Service, or a related field, preferably in a travel account.
• Strong analytical and critical-thinking skills.
• Excellent verbal and written communication skills.
• Familiarity with quality monitoring tools and reporting.
• Ability to provide constructive feedback and coaching.
• Proficiency in Microsoft Office or similar productivity tools.

Nice to have

• Experience in a call center or customer support environment.
• Knowledge of Sabre GDS or other travel reservation systems.

Culture & Benefits

• Full-time employment based in Taguig, Philippines.
• Work with Training and Operations teams on customer experience and quality improvement.