Senior Quality Analyst

4 weeks ago

Gurugram, India ixigo Full time

Company Description

Launched in 2007, ixigo is an AI-based travel app based in Gurugram, India. ixigo services Indian travellers and their travel utility, planning and booking problems using technology and artificial intelligence. Offering train, flight and bus utility & bookings, the company applies AI for deal discovery, personalized recommendations, airfare predictions & alerts, train delay prediction, PNR confirmation prediction and automated customer service.


Job Description

We are looking to hire a Senior Quality Analyst, 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 Analyst – Customer Experience, you will be responsible for:

1. Monitoring calls/emails/chats as per audit forms & identify Fatal & Non-fatal 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


Must Haves:

1. Excellent knowledge of MS Word, PowerPoint & Advanced Excel

2. SOP & Content Design experience

3. Excellent Communication Skills


Qualifications

1. Bachelor’s degree - Minimum 2 years of experience as a QA in the e-commerce 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 self-motivator and self-starter

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

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