Quality Auditor/ Senior Quality Auditor

Company Description

Launched in 2007 by Aloke Bajpai & Rajnish Kumar, ixigo is a technology company focused on empowering Indian travelers to plan, book and manage their trips across rail, air, buses and hotels. ixigo assists travelers in making smarter travel decisions by leveraging artificial intelligence, machine learning and data science-led innovations on ixigo’s OTA platforms, including websites and mobile applications.

ConfirmTkt and AbhiBus became a part of ixigo in 2021. ixigo is headquartered in Gurugram with offices in Bangalore (ConfirmTkt) and Hyderabad (AbhiBus). The ixigo, ConfirmTkt and AbhiBus apps allow travellers to book train tickets, flight tickets, bus tickets, hotels, cabs and provide travel utility tools and services developed using in-house proprietary algorithms and crowd- sourced information. In 2022, as per data.ai, ixigo was featured in the Top 10 most downloaded travel apps worldwide.

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

Qualifications

Qualifications and Skill Set Requirements:

• Bachelor’s degree - Minimum 2 years of experience as a QA in the ecommerce /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

Additional Information

Responsible 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.