Company Description Launched in 2007 by Aloke Bajpai Rajnish Kumar ixigo is a technology company focused on empowering Indian travelers to plan book and manage their trips across rail air buses and hotels ixigo assists travelers in making smarter travel decisions by leveraging artificial intelligence machine learning and data science-led innovations on ixigo s OTA platforms including websites and mobile applications 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 worldwide 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 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 skills Outstanding customer service skills and dedication to providing customer care Must be a self-motivator and self-starter Focus on quality and customer service Ability to multitask and successfully operate in a fast paced team environment Adaptable working on some weekends holidays Must Haves Excellent knowledge of MS Word PowerPoint Advanced Excel SOP Content Design experience Excellent Communication Skills Additional Information 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