About this role
We are looking to hire a Senior Quality Auditor, Customer Experience to play the key role of
managing process quality for customer service. He/She will drive the execution for running
ixigo’s day-to-day quality processes, improve operational efficiency, and provide customer
insights to product, tech and marketing teams to enable continuous customer experience
enhancements.
As a Senior Quality Auditor – Customer Experience, you will be responsible for:
Monitoring calls/emails/chats as per audit forms & identify Fatal & Non-fatal errors Identifying historical trends through data analysis to uncover agent training needs To conduct regular Feedback sessions for Agents and trainers Publish daily, weekly & monthly Quality Reports To conduct calibration sessions with operations and training team Conduct quality improvement sessions for agents or train the trainer sessions Define SOPs as per process updates/product developments & cascade to team Designing Audit forms in line with process guidelines across touchpoints Qualifications and Skill Set Requirements:
Bachelor’s degree - Minimum 2 years of experience as a QA in the ecommerce /travel sector.Excellent verbal, written, analytical and communication skillsOutstanding customer service skills and dedication to providing customer careMust be a self-motivator and self-starter Focus on quality and customer serviceAbility to multitask and successfully operate in a fast paced, team environmentFlexible working on some weekends & holidaysMust Haves: Excellent knowledge of MS Word, PowerPoint & Advanced Excel SOP & Content Design experience Excellent Communication Skills Responsible for safeguarding sensitive company data against unauthorized access, use, or disclosure, and for reporting any suspected security incidents in line with the organization's ISMS (Information Security Management System) policies and procedures.