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 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 :
Bachelors 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
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 organizations ISMS (Information Security Management System) policies and procedures.
Remote Work : No
Employment Type : Full-time
Key Skills
Quality Assurance,Quality Inspection,Calipers,ISO 9001,Quality Audits,Process Mapping,Fair Housing Regulations,Quality Control,Underwriting,cGMP,As9100,Manufacturing
Experience : years
Vacancy : 1
Quality Auditor • Gurugram, Haryana, India