Quality Assuarance Officer at Incel Tourism LLC

Key Responsibilities

• Quality Assurance & Process Monitoring– Develop and implement QA policies and processes; conduct regular audits and spot checks on ticket issuance, hotel reservations, visa processing, and vendor payments; monitor compliance with SOPs and approval workflows.
• Customer Interfacing Process Review– Review customer communications (emails, WhatsApp, calls) for professionalism and accuracy; monitor response times; analyse complaints to identify recurring issues and training needs.
• Reporting & Documentation– Log exceptions in the issues register; prepare daily/weekly reports for the Head of Internal Control; maintain organized records of all checklists and audit results.
• Training & Process Improvement– Identify training needs; recommend corrective and preventive actions; collaborate with operational teams to improve processes.
• Internal Control Support– Support audits, assist in investigations, and advise operational staff on compliance requirements.

Qualifications & Experience
Education:

• Bachelor's Degree in Business Administration, Operations Management, Hospitality Management, Tourism, Accounting, Finance, or a related field.

Certifications (Advantageous):

• ISO 9001:2015 knowledge or certification.
• ISO 9001 Internal Auditor certification.
• Professional certifications in quality assurance or internal control.

Experience:

• Minimum of 5–8 years of progressive experience in quality assurance, operations management, internal control, audit, compliance, or customer experience.
• Experience in the travel, tourism, or hospitality industry is highly desirable.

Skills:

• Strong understanding of QA principles and operational workflows.
• Exceptional attention to detail.
• Excellent communication and interpersonal skills.
• Advanced Proficiency in MS Office (especially Excel).
• Ability to work independently and escalate issues appropriately.

What We Offer

• Competitive salary and benefits package.
• Performance-based incentives.
• Professional development and certification support.
• Career growth opportunities.
• Dynamic and professional work environment.
• Opportunity to contribute to the growth of a leading travel management company.