Sr Quality Auditor – Customer Experience
ixigo
- Gurgaon, Haryana
- Permanent
- Full-time
ConfirmTkt and AbhiBus became a part of ixigo in 2021. ixigo is headquartered in Gurugram with offices in Bangalore (ConfirmTkt) and Hyderabad (AbhiBus). The ixigo, ConfirmTkt and AbhiBus apps allow travellers to book train tickets, flight tickets, bus tickets, hotels, cabs and provide travel utility tools and services developed using in-house proprietary algorithms and crowd- sourced information. In 2022, as per data.ai, ixigo was featured in the Top 10 most downloaded travel apps worldwideJob DescriptionWe 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 errorsIdentifying historical trends through data analysis to uncover agent training needsTo conduct regular Feedback sessions for Agents and trainersPublish daily, weekly & monthly Quality ReportsTo conduct calibration sessions with operations and training teamConduct quality improvement sessions for agents or train the trainer sessionsDefine SOPs as per process updates/product developments & cascade to teamDesigning Audit forms in line with process guidelines across touchpointsQualificationsBachelor’s degree - Minimum 2 years of experience as a QA, preferably in the ecommerce or travel sector.Excellent verbal, written, analytical and communication skillsOutstanding customer service skills and dedication to providing customer careMust be a self-motivator and self-starterFocus 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 ExcelSOP & Content Design experienceExcellent Communication SkillsAdditional InformationResponsible 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.