We are looking to hire a Quality Auditor, Customer Experience to play the key role of managing process quality
for customer service. He/She will drive the execution for running ixigos 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 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 touch points Qualifications
Bachelors 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 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 quick paced, team workplace
Adaptable working on some weekends & holidays
Must Haves:
Excellent knowledge of MS Word, PowerPoint & Advanced Excel
SOP & Content Design experience
Excellent Communication Skills
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