Quality Analyst | Air Industry & GDS Experience Required | Onsite | Cairo

Company Description:

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, they're our core expertise.

We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.

We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.

Job Description:

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.

Qualifications:

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

Additional Information:

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