Job Description
WE'RE HIRING
QUALITY ASSURANCE EXECUTIVE
We are looking for a sharp, detail-oriented, and organised Quality Assurance Executive to join our team.
- Location: Prime Office Location, Colombo 03 (Office Based)
- Employment Type: Full-Time
KEY RESPONSIBILITIES
- Monitor and evaluate agents’ calls and daily work performance against company service standards.
- Conduct structured quality checks across customer interactions, bookings, and service delivery.
- Prepare and submit daily QA reports with clear, actionable insights for management.
- Identify performance gaps and provide constructive, agent-level feedback to drive improvement.
- Partner with management to strengthen team performance, service quality, and operational efficiency.
- Maintain accurate, well-organised records of evaluations, findings, and follow-up actions.
- Help ensure every customer interaction reflects the professionalism and reliability travelers expect when booking with Travel Goals UK.
WHAT WE’RE LOOKING FOR
- 1–2 years' experience in Quality Assurance, Customer Service, Call Monitoring, or a similar role (travel/BPO industry experience is a plus).
- Strong listening, analytical, and reporting skills — you notice what others miss.
- Excellent attention to detail and organisational skills.
- Fluent in English, with strong written and verbal communication.
- Self-driven, with the ability to work independently and collaborate effectively across teams.
- Good working knowledge of Microsoft Office and reporting tools.
WORKING HOURS
- 03:30 PM – 12:30 AM (Strictly)
HOW TO APPLY
Send your professional profile along with a detailed cover letter to [email protected]
Only shortlisted candidates will be contacted
