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 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 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

- 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 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 setting
- Flexible working on some weekends & holidays

Must Haves:

- Excellent knowledge of MS Word, PowerPoint & Advanced Excel
- SOP & Content Design experience
- Excellent Communication Skills

Pay: ₹300,000.00 - ₹500,000.00 per year

Benefits

- Leave encashment
- Provident Fund

Work Location: Hybrid remote in Gurugram, Haryana (Gurugram)

📌 Quality Auditor – Customer Experience (Gurugram)
🏢 ixigo
📍 Gurugram