Sr Quality Auditor – Customer Experience

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