Quality Assurance Specialist Flights

Quality Assurance Specialist - Flights

Job Type : Full Time-Individual Contributor

Location : Goway Manila

Reporting to : QA Manager

Salary : Php 35000 - Php 40000

Role Type : New

Job purpose :

INA Prime Solutions is our BPO line of business in Manila PH at Goway Travel Ltd. Our mission is to empower businesses through seamless outsourcing solutions leveraging skilled workforce to drive operational excellence and client success.

As a Quality Assurance Specialist for Flights you will be responsible for ensuring the accuracy compliance and quality of flight operations. This includes reviewing calls emails PNRs and tickets against established standards identifying areas for improvement providing feedback and coaching to agents and supporting process and quality enhancement initiatives to deliver exceptional customer service.

What will be your key responsibilities

• Review evaluate and score customer interactions and transactional outputs (calls emails PNRs and flight tickets) against established Quality Assurance standards and SOPs.
• Ensure consistent adherence to quality standards airline policies client requirements and operational procedures across all flight-related processes.
• Participate in calibration sessions and support the communication of quality expectations business goals policies and process updates.
• Analyze quality performance data and operational metrics to identify trends risks and opportunities for continuous improvement.
• Conduct coaching and feedback sessions providing clear performance expectations action plans and development recommendations to improve quality outcomes.
• Collaborate with Operations Learning & Development and other cross-functional teams to design implement and monitor quality improvement initiatives.
• Prepare manage and distribute accurate daily monthly MTD and YTD reports covering quality productivity and availability metrics.
• Support operational efficiency initiatives by recommending process improvements based on quality findings and performance analysis.
• Develop maintain and manage a centralized knowledge base including SOPs training materials quick reference guides and process flows ensuring alignment with current airline policies client updates and GDS enhancements.
• Promote consistency and standardization across teams through close alignment between QA and L&D practices and content.
• Provide ongoing support to frontline teams to ensure compliance knowledge retention and continuous learning.
• Perform ad hoc quality and operational support tasks as required to ensure business continuity and address urgent issues.

What are we looking for

Preferred and Required Qualifications :

What can you expect from Goway

Imagine working for a company where your career feels like an adventure. At Goway youll join a global community that supports one another :

How to Apply :

If this role feels like your next step click Apply Now to create your profile upload your CV and share a few details about yourself. Our talent team reviews every application and if your experience aligns with our needs we will reach out to set up the next step.

AI Screening Disclosure

To help us fairly and efficiently review applications we use an automated screening process to assess responses to pre-determined questions. This initial step ensures all candidates are evaluated consistently. Qualified applicants will be reviewed by our recruitment team for further consideration.

Additional Notes

Goway Travel Ltd will retain applications notifications and records related to this posting for three years reflecting our commitment to fair and equitable hiring practices.

Recruitment scams & fraud warning :

Please be aware of any suspicious emails or WhatsApp activity from individuals pretending to be recruiters or senior personnel at Goway Travel. We will never ask you to install an app during the recruitment process. If you receive a message of this nature please ignore it and report it to Goway .

About Goway

Founded in Toronto in 1970 by Australian economist Bruce Hodge Goway has evolved from a one-person dream into a family-owned global leader in tailor-made travel. With our headquarters in Toronto and hubs in Vancouver Los Angeles Sydney and Manila our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. Were united by a passion for travel and are committed to doing the right thing : supporting diversity equity inclusion and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices we operate as one forward-thinking team transforming wanderlust into life-changing adventures for our fellow Globetrotters. Discover more at

Required Experience :

IC

Key Skills

Invoicing,Information Technology Sales,IT Support,Audio Visual,Database Administration

Employment Type : Full-Time

Department / Functional Area : Sales

Experience : years

Vacancy : 1