Quality Analyst

Sutherland is seeking an air travel industry-savvy   Quality Analyst  to join one of our growing travel programs   in  Cairo . The  Quality Analyst  will have a passion for air travel along with working knowledge of airline products and GDS tools while ensuring the highest level of customer experience.

From a Quality/Customer Experience perspective you will monitor, report and provide feedback on the following activities performed by the consultative sales/destination expert representatives:

• Consultative Air Sales - ensure every air request, especially the large, complex, or high-value ones as a sales conversation, not just a booking to fulfill.
• Itinerary Crafting - research, build, and propose air itineraries that are accurately priced, aligned with Client needs, and optimized for value — on the same day they're requested.
• Booking Integrity - issue tickets and complete quality control with the accuracy Clients and the business depend on — fare, ticket, invoice, seats, and special requests, checked every time.
• Disruption Resilience - monitor airline schedule changes, judge their real impact on the Client's trip, and resolve them calmly, quickly, and without disrupting the tour.
• Seamless Partnership - work with Destination Experts and clients so the air experience feels like one seamless trip - not a separate booking bolted onto the tour
• Responsive Communication - manage every channel - phone, Teams, e-mail, CRM with the responsiveness and clarity Clients and colleagues can count on, especially when something is urgent
• Systems & Ownership - keep bookings, files, and systems airtight -  taking ownership of your files and your teammates' - to prevent anything from falling through the cracks.

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What You’ll Need

• 1-2+ years of Quality Analyst/Customer Experience monitoring experience within the air travel industry (luxury travel sales preferred)
• GDS tools experience (Sabre/Amadeus/ADX)
• Deep passion for travel and strong destination expert knowledge 
• Polished, articulate communicator with emotional intelligence and active listening skills
• Strong organization and high attention to detail to manage multiple call types journeys simultaneously
• Self-motivated
• Comfortable in a dynamic, fast-paced, collaborative environment

All your information will be kept confidential according to EEO guidelines.