• Monitor the calls answered by Customer Service Executives to verify the highest standards were achieved in terms of product knowledge, sales and service-ability, greeting, diction, listening, etiquette, objection handling, with efficiency.
• Deliver coaching feedback to agents on call and email performance
• Prepares and analyzes quality reports for management review
• Participate in the design of quality monitoring forms and quality standards.
• Arranges reservations and routing for passengers at the request of the Ticket Agent.
• Assists passengers requiring special assistance to board or depart conveyance.
• Book a passenger’s trip such as a ticket, hotel, visa, airport taxi
• Checks travel insurance and checks baggage and direct passengers to a designated location for loading.