Quality Auditor/ Senior Quality Auditor

7 hours ago

Bengaluru, India ixigo Full time

Job DescriptionWe are looking to hire a Senior Quality Auditor, Customer Experience to play the key role ofmanaging process quality for customer service. He/She will drive the execution for runningixigo’s day-to-day quality processes, improve operational efficiency, and provide customerinsights to product, tech and marketing teams to enable continuous customer experienceenhancements. As a Senior Quality Auditor – Customer Experience, you will be responsible for:1. Monitoring calls/emails/chats as per audit forms & identify Fatal & Non-fatal errors2. Identifying historical trends through data analysis to uncover agent training needs3. To conduct regular Feedback sessions for Agents and trainers4. Publish daily, weekly & monthly Quality Reports5. To conduct calibration sessions with operations and training team6. Conduct quality improvement sessions for agents or train the trainer sessions7. Define SOPs as per process updates/product developments & cascade to team8. Designing Audit forms in line with process guidelines across touchpoints QualificationsQualifications and Skill Set Requirements:1. Bachelor’s degree - Minimum 2 years of experience as a QA in the ecommerce ortravel sector.2. Excellent verbal, written, analytical and communication skills3. Outstanding customer service skills and dedication to providing customer care4. Must be a self-motivator and self-starter5. Focus on quality and customer service6. Ability to multitask and successfully operate in a fast paced, team environment7. Flexible working on some weekends & holidaysMust Haves:1. Excellent knowledge of MS Word, PowerPoint & Advanced Excel2. SOP & Content Design experience3. Excellent Communication Skills Additional InformationResponsible for safeguarding sensitive company data against unauthorized access, use, or disclosure, and for reporting any suspected security incidents in line with the organization's ISMS (Information Security Management System) policies and procedures.

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