Quality Analyst

Sutherland is looking for an air-travel Quality Analyst to join one of our growing travel programs in Cairo. This is a hands-on quality role for someone who knows Sabre inside out, has a genuine passion for air travel, and can hold a consultative sales floor to the highest standard of customer experience. You won't just flag errors — you'll protect the booking integrity, sales quality, and client experience the business depends on.

What you'll do

From a Quality and Customer Experience standpoint, you'll monitor, score, report on, and coach the following activities performed by our consultative air sales / Destination Expert representatives:

• Consultative air sales  — assess whether every air request, especially large, complex, or high-value ones, is handled as a sales conversation rather than a booking to fulfil: discovery questions asked, and alternatives offered across dates, airports, cabins, and fare families.
• Itinerary crafting  — check that air itineraries are accurately priced, aligned to client needs, optimised for value, and turned around the same day they're requested.
• Booking integrity  — verify ticketing and quality control with the accuracy clients and the business rely on: fare, ticket, invoice, seats, and special requests, checked every time.
• Disruption resilience  — evaluate how schedule changes are assessed for real impact on the client's trip, and resolved calmly, quickly, and without disrupting the tour.
• Seamless partnership  — confirm the air experience is delivered as one continuous trip alongside the Destination Experts, not a separate booking bolted onto the tour.
• Responsive communication  — review how each channel (phone, Teams, email, CRM) is managed for responsiveness and clarity, particularly under urgency.
• Systems and ownership  — ensure bookings, files, and systems are kept airtight so nothing falls through the cracks.

You'll deliver calibrated scoring against the quality framework, root-cause the trends behind the scores, and turn them into clear, actionable feedback and coaching that moves performance — surfacing issues internally before the client ever has to.

 

 

What you'll need

Sabre GDS mastery (essential)

• Read and explain fare basis codes, fare rules (change/cancel penalties, min/max stay, advance purchase), and construction logic in Sabre.
• Construct at least two alternative routings or fare options for a given city pair, and judge which offers the best value and fit.
• Confident with pricing, ticketing, exchanges, and queue management well enough to audit them accurately.

Quality expertise

• 1–2+ years in a Quality Analyst / CX monitoring role within the air travel industry (luxury travel sales preferred).
• Able to score a call or chat against a sales framework — discovery, options presented, close — and defend the score in calibration.
• Strong grasp of what "good" looks like across booking accuracy, sales quality, and client experience, with the attention to detail to catch what others miss.

The person

• Polished, articulate communicator with high emotional intelligence and active listening skills.
• Strong organisation and attention to detail to manage multiple call types and files simultaneously.
• Prior experience in a sales or revenue-generating LOB (travel sales, airline reservations sales, or inbound/outbound sales QA).
• Self-motivated, and comfortable in a dynamic, fast-paced, collaborative environment.

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