Sr Quality Auditor - Customer Experience

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 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 an