Quality Assurance Specialist - Flights

SALES SUPPORT COORDINATOR

Job Type: Full Time-Individual Contributor

Location: Goway Manila

Reporting to: QA Manager

Salary: Php 35,000 - Php 40,000

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?

• Demonstrated experience in sales, customer service, flights or quality assurance roles.
• Minimum of 1 year experience in flights, customer service or similar function with GDS intensive experience (Saber and Amadeus)
• Proven track record of strong analytical skills and data interpretation.
• Excellent interpersonal skills with the ability to communicate feedback effectively.
• Strong organizational skills and knowledge of goal-setting practices.
• Proficiency in data visualization techniques and understanding of support metrics.
• Understanding of basic business metrics and the impact of support on overall performance.
• Ability to solve problems and develop effective strategies to enhance support Quality.
  
  

Preferred And Required Qualifications

• Proven experience in a BPO environment is preferred
• Proficiency in Microsoft Excel and Google Sheets is preferred
• Strong hands-on expertise in Amadeus and Sabre GDS is required
  
  

What can you expect from Goway?

Imagine Working For a Company Where Your Career Feels Like An Adventure. At Goway, You’ll Join a Global Community That Supports One Another

• We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year.
• Your future matters to us, so we match your RRSP contributions and provide comprehensive medical, dental, and vision coverage.
• Our commitment to professional growth means you’ll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation.
• Travel is in our DNA, so you’ll enjoy exclusive perks and discounts on worldwide getaways.
• Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you’ll collaborate across cultures and shape a career path that reflects your ambitions.
• Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant’s interest. Please be advised that only those selected for an interview will be contacted.
  
  

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. We’re 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 goway.com

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