Sr Quality Auditor - Customer Experience

ixigo • Gurugram, Haryana, India • 3w ago

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

Job Description

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

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 environment
Flexible working on some weekends & holidays

Must Haves: