Senior Fares & Quality Control Specialist

Senior Fares & Quality Control Specialist

Role Overview

This senior role is ideally suited to a highly experienced airline fares professional who thrives on ownership, leadership, and ensuring complex travel operations run seamlessly. The successful candidate will provide expert oversight across fares, ticketing, quality control, and operational risk, while supporting consulting teams and key stakeholders.

Required Qualifications, Skills & Experience

• Extensive senior-level experience in airline fares, fare rule interpretation, ticketing, reissues, and refunds
• Expert working knowledge of GDS platforms, with Amadeus essential; Sabre and Galileo/Travelport advantageous
• Proven ability to lead, guide, and provide escalation support to consulting teams
• Strong stakeholder engagement and communication skills, with the ability to collaborate cross-functionally
• Exceptional attention to detail with a strong quality, compliance, and risk management mindset
• Well-developed problem-solving skills and sound commercial judgment

Quality Control & Operational Oversight

• Provide senior oversight of operational quality .
• Ensure consistent adherence to Service Level Agreements (SLAs) and internal procedures
• Monitor consultant workflow, queue management, and overall service efficiency
• Conduct root cause analysis on quality issues, escalations, and repeat errors
• Support pricing reviews and investigations related to client disputes
• Oversee and support Duty of Care compliance and reporting requirements
• Investigate customer complaints, including detailed PNR and email audits, and drive effective resolution
• Partner with the Customer Experience Manager to support operational stability and continuous service improvement
• Provide expert support to Finance teams with fare, ticketing, and audit-related queries

Location: Johannesburg

Availability: ASAP

Salary: Negotiable, dependent on experience

Applications: ***email_hidden***