Company Description:
Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, they're our core expertise.
We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.
We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.
Job Description:
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 won't just flag errors — you'll protect the booking integrity, sales quality, and client experience the business depends on.
What you'll do
From a Quality and Customer Experience standpoint, you'll 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 they're 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 client's 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.
You'll 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 you'll 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:
- 1–2+ 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.
