Quality Support Specialist

Are you someone who pays close attention to detail and can spot opportunities to improve the customer experience? Do you enjoy reviewing customer interactions, identifying quality gaps, and turning your observations into meaningful recommendations? If you have a background in travel, customer service, or quality assurance and are comfortable working in a fast-paced environment, this could be the opportunity for you.

We are looking for a Quality Support Specialist – Quality Assurance who will support one of our US-based clients by monitoring and auditing interactions handled by US-based travel advisors. In this role, you will evaluate phone calls, emails, and chat interactions to ensure they meet customer service, problem-solving, SOP, and client quality standards.

You will play an important role in maintaining consistent service quality by identifying improvement opportunities, providing recommendations, and escalating complex cases when needed.

Is this you?

• Fluent in English, both spoken and written
• Have proven work experience in travel industry, customer service, or quality assurance
• Experience using GDS systems such as Amadeus, Galileo, or Sabre is a plus
• Strong attention to detail with the ability to identify quality gaps and areas for improvement
• Able to evaluate customer interactions objectively based on established standards and SOPs
• Good analytical and problem-solving skills
• Comfortable providing constructive recommendations or coaching opportunities based on quality monitoring
• Able to work effectively in a fast-paced, client-focused environment
• Willing to work onsite at North Point, BSD City, Tangerang
• Willing to work on a Permanent Night Shift
• Willing to work on weekends and public holidays when required

Key responsibilities

• Audit and evaluate phone calls, emails, and chat interactions handled by US-based travel advisors
• Assess interactions based on customer service quality, problem-solving effectiveness, SOP compliance, and client-specific quality standards
• Identify quality gaps, recurring issues, and opportunities to improve service delivery
• Provide clear and constructive recommendations for improvement and coaching opportunities based on quality monitoring results
• Ensure quality assessments are conducted consistently and accurately in alignment with the client's established parameters
• Escalate complex, sensitive, or higher-level cases through the appropriate channels when required
• Monitor quality trends and contribute insights that can help improve overall advisor performance
• Collaborate with relevant teams to maintain consistent understanding and application of quality standards
• Support continuous improvement initiatives by highlighting recurring challenges and potential process improvements
• Ensure all assigned quality monitoring activities are completed accurately and within the required timelines

About ATI Business Group

At ATI Business Group, we bring unparalleled knowledge of the travel and hospitality industry to every aspect of our clients' businesses. Through operational expertise, innovative technology, and exceptional talent, we deliver solutions that optimize operations, elevate customer experiences, and accelerate business growth.

Since 2002, we've grown into a global team of 2,000+ professionals, partnering with leading travel and hospitality organizations worldwide. Our people are at the heart of everything we do, helping businesses scale, adapt, and grow while creating meaningful career opportunities along the way.

Join us and help shape the future of travel and hospitality.