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Ixigo.com
Sr Quality Auditor - Customer Experience
Ixigo.com
posted 1d ago
Flexible timing
Key skills for the job
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
Bachelor s degree - Minimum 2 years of experience as a QA, preferably in the ecommerce or travel sector.
Excellent verbal, written, analytical and communication skills
Outstanding customer service skills an
Employment Type: Full Time, Permanent
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