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The Quality Control (QC) Specialist is responsible for ensuring the accuracy, completeness and quality of all tour bookings within the Dolphin back-office system. The role is responsible for auditing booking files throughout the customer journey to ensure they comply with company procedures, supplier agreements, regulatory requirements and internal quality standards before travel.
Working closely with Tour Operations, Sales, Finance and Independent Consultants (ICs), the QC Administrator provides an independent quality assurance function, ensuring bookings are operationally and administratively complete while identifying risks, inconsistencies and opportunities for continuous improvement.
The role supports a scalable operating model by maintaining high quality standards across all bookings, allowing Tour Consultants to focus on sales and customer service.
ResponsibilitiesBooking Quality Assurance
- Carry out quality control checks on booking files throughout the booking lifecycle.
- Audit Dolphin bookings to ensure all required documentation has been completed accurately.
- Verify supplier confirmations, booking amendments and itinerary details.
- Ensure customer information is complete, accurate and consistent across all booking records.
- Confirm all mandatory documentation has been received and uploaded to Dolphin.
- Ensure booking notes are clear, complete and comply with company standards.
- Identify missing information or inconsistencies and liaise with the relevant department to resolve them.
- Ensure bookings meet company procedures prior to departure.
- Ensuring Supplier payments are made as per contractual agreements.
Operational Compliance
- Monitor compliance with company booking procedures and operational processes.
- Ensure bookings comply with supplier requirements, contractual obligations and company standards.
- Verify operational milestones have been completed within agreed service levels.
- Escalate operational risks or quality concerns to the General Manager.
- Monitor completion of post-booking administration and amendments.
- Support compliance with ATOL, Package Travel Regulations and internal audit requirements
- Ensure compliance with all applicable regulatory requirements, including ATOL, ABTA, CMA and DMCC regulations
Quality Reporting
- Monitor booking accuracy trends and identify recurring issues.
- Report quality metrics and recommend improvements.
- Support internal audits and operational reviews.
- Maintain records of quality checks and corrective actions.
- Assist in developing standard operating procedures and quality documentation.
Operational Support
- Work closely with Tour Operations, Finance and Independent Consultants to resolve booking issues.
- Support new process implementation and continuous improvement initiatives.
- Provide guidance to colleagues on quality standards and best practice.
- Assist with operational projects as required by the General Manager.
Operating Principles
- The Quality Control specialist provides an independent review of booking quality across the business.
- The role does not manage bookings directly but ensures bookings have been completed correctly by the relevant department before travel.
- This independent quality assurance function helps minimise operational risk, improve customer experience and maintain consistent service standard
- Produce regular quality assurance reports for the Colletts General Manager.
- Previous experience within a tour operator or travel administration environment.
- Excellent knowledge of Dolphin or a similar travel back-office system.
- Strong attention to detail and organisational skills.
- Excellent written and verbal communication.
- Ability to identify errors, inconsistencies and process improvements.
- Strong analytical and problem-solving skills.
- Ability to work independently while managing multiple priorities.
- High levels of professionalism and confidentiality.
Desirable
- Experience in quality assurance or compliance.
- Understanding of escorted touring operations.
- Knowledge of ATOL and Package Travel Regulations.
- Experience producing operational reports and KPI analysis.
Key Performance Indicators (KPIs)
- Percentage of bookings passing quality checks on first review.
- Reduction in booking errors and post-confirmation amendments.
- Compliance with company operating procedures.
- Quality audits completed within agreed timeframes
- Operational issues identified and resolved before customer travel.
- Timely reporting of quality trends and corrective actions.
- Continuous improvement recommendations implemented.
- Positive feedback from internal departments regarding booking quality.
PAY AND BENEFITS
Our benefit offerings include healthcare, dental care, health Assured (EAP), life insurance and Perkbox.
The salary range on this job posting/advertising has been developed to give applicants a range based on the local market where the candidate would be working. Many factors, such as years of experience, budget etc. are considered when determining the starting rate of pay.
This role may be eligible for a discretionary bonus program based on the company’s financial goal achievement and individual performance.
Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.
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