Senior Quality Auditor
Senior Quality Auditor
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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
ixigos daytoday 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:
1. Monitoring calls/emails/chats as per audit forms & identify Fatal & Nonfatal errors
2. Identifying historical trends through data analysis to uncover agent training needs
3. To conduct regular Feedback sessions for Agents and trainers
4. Publish daily weekly & monthly Quality Reports
5. To conduct calibration sessions with operations and training team
6. Conduct quality improvement sessions for agents or train the trainer sessions
7. Define SOPs as per process updates/product developments & cascade to team
8. Designing Audit forms in line with process guidelines across touchpoints
Qualifications :
Qualifications and Skill Set Requirements:
1. Bachelors degree Minimum 2 years of experience as a QA in the ecommerce or
travel sector.
2. Excellent verbal written analytical and communication skills
3. Outstanding customer service skills and dedication to providing customer care
4. Must be a selfmotivator and selfstarter
5. Focus on quality and customer service
6. Ability to multitask and successfully operate in a fast paced team environment
7. Flexible working on some weekends & holidays
Must Haves:
1. Excellent knowledge of MS Word PowerPoint & Advanced Excel
2. SOP & Content Design experience
3. Excellent Communication Skills
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
