Quality Analyst | Sabre Experience Required | Onsite | Cairo

Sutherland is looking for an air-travel Quality Analyst to join one of our growing travel programs in Cairo. This is a hands-on quality role for someone who knows Sabre inside out has a genuine passion for air travel and can hold a consultative sales floor to the highest standard of customer experience. You wont just flag errors youll protect the booking integrity sales quality and client experience the business depends on.

What youll do

From a Quality and Customer Experience standpoint youll monitor score report on and coach the following activities performed by our consultative air sales / Destination Expert representatives:

• Consultative air sales  assess whether every air request especially large complex or high-value ones is handled as a sales conversation rather than a booking to fulfil: discovery questions asked and alternatives offered across dates airports cabins and fare families.
• Itinerary crafting  check that air itineraries are accurately priced aligned to client needs optimised for value and turned around the same day theyre requested.
• Booking integrity  verify ticketing and quality control with the accuracy clients and the business rely on: fare ticket invoice seats and special requests checked every time.
• Disruption resilience  evaluate how schedule changes are assessed for real impact on the clients trip and resolved calmly quickly and without disrupting the tour.
• Seamless partnership  confirm the air experience is delivered as one continuous trip alongside the Destination Experts not a separate booking bolted onto the tour.
• Responsive communication  review how each channel (phone Teams email CRM) is managed for responsiveness and clarity particularly under urgency.
• Systems and ownership  ensure bookings files and systems are kept airtight so nothing falls through the cracks.

Youll deliver calibrated scoring against the quality framework root-cause the trends behind the scores and turn them into clear actionable feedback and coaching that moves performance surfacing issues internally before the client ever has to.

Qualifications :

What youll need

Sabre GDS mastery (essential):

• Read and explain fare basis codes fare rules (change/cancel penalties min/max stay advance purchase) and construction logic in Sabre.
• Construct at least two alternative routings or fare options for a given city pair and judge which offers the best value and fit.
• Confident with pricing ticketing exchanges and queue management well enough to audit them accurately.

Quality expertise:

• 12 years in a Quality Analyst / CX monitoring role within the air travel industry (luxury travel sales preferred).
• Able to score a call or chat against a sales framework discovery options presented close and defend the score in calibration.
• Strong grasp of what good looks like across booking accuracy sales quality and client experience with the attention to detail to catch what others miss.

The person:

• Polished articulate communicator with high emotional intelligence and active listening skills.
• Strong organisation and attention to detail to manage multiple call types and files simultaneously.
• Prior experience in a sales or revenue-generating LOB (travel sales airline reservations sales or inbound/outbound sales QA).
• Self-motivated and comfortable in a dynamic fast-paced collaborative environment.

Additional Information :

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

Remote Work :

No

Employment Type :

Full-time