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Ixigo
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Sr Quality Auditor Customer Experience

Sr Quality Auditor Customer Experience

Ixigo

2 - 7 years

4 - 9 Lacs

gurugram

Posted:7 hours ago| Platform:

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Skills Required

data analysis analytical senior quality auditor content designing advanced excel ms word customer experience customer service operations auditing

Work Mode

Work from Office

Job Type

Full Time

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 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:

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

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Sr Quality Auditor Customer Experience