Senior Quality Auditor

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:
1. Monitoring calls/emails/chats as per audit forms identify Fatal Non-fatal errors
2. Identifying historical trends through data analysis to uncover agent training needs
3. To conduct regular Feedback sessions for Agents and trainers
4. Publish daily, weekly monthly Quality Reports
5. To conduct calibration sessions with operations and training team
6. Conduct quality improvement sessions for agents or train the trainer sessions
7. Define SOPs as per process updates/product developments cascade to team
8. Designing Audit forms in line with process guidelines across touchpoints