Travel Operations-Performance & Quality Assurance Senior Specialist

Location : Egypt.

Reports To : Head of Travel Operations.

Employment Type : Full-time (Remote)

About Rahal

Rahal is the travel mini-app within Iraq’s Super Qi ecosystem, a rocketship redefining how millions of travelers search, book, and manage their journeys across flights, hotels, and digital services.

We’re building the region’s next-generation travel platform, and behind every smart decision lies a disciplined financial backbone, this is where you come in.

Role Overview :

The Quality & Performance Sr. Specialist ensures operational excellence by designing, implementing, and monitoring frameworks that drive continuous improvement across the travel Ops team. This role combines analytical insight with strategic execution to enhance efficiency, elevate service quality, and align performance outcomes with business objectives .

Key Responsibilities :

• Own and manage all operational dashboards (KPIs, SLAs, Ongoing Performance Metrics).
• Generate and distribute daily, weekly, and monthly performance reports for the team and for leadership.
• Provide insightful analysis and commentary on why metrics are trending up or down, identifying top performers and areas for improvement.
• Monitor real-time adherence to schedules and SLAs, flagging any immediate issues to management.
• Act as the data expert for all performance-related inquiries.
• Lead the day-to-day execution of the QA program by conducting regular, objective evaluations of customer interactions based on our QA Scorecard.
• Maintain and recommend improvements to the QA Scorecard to ensure it aligns with our evolving business goals.
• Prepare data-driven feedback for 1-on-1 sessions, highlighting specific examples of both excellence and areas for development from your QA and KPI reports.
• Participate in coaching sessions, helping specialists understand how their actions impact their scores and customer satisfaction.
• Track the progress of agents on Performance Improvement Plans (PIPs), providing data to validate their improvement.
• Analyze all data (KPIs, QA, CSAT) to identify systemic problems, error patterns, and process inefficiencies.
• Propose data-backed improvements to the Rahal Operations Playbook, Canned Responses, SOPs, or internal training.

Qualifications :

Personality Traits

💡 Insight-Driven Thinker : Translates data and traveler insights into actionable strategies that elevate service quality and operational impact.

⚙️ Process Optimizer : Designs and refines travel workflows to ensure consistency, speed, and accuracy across every customer touchpoint.

🤝 Collaborative Partner : Bridges operations, commercial, and support teams to align service excellence with performance goals.

🔥 Agile Performer : Adapts swiftly to industry shifts, maintaining high standards in dynamic, fast-paced travel environments.

❤️ Customer & Performance Obsessed : Driven by a passion for delivering exceptional traveler experiences while relentlessly improving team and business performance.

Why Rahal