Quality Auditor Senior Quality Auditor

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 :

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

Qualifications :

Qualifications and Skill Set Requirements :

1. Bachelors degree - Minimum 2 years of experience as a QA in the ecommerce 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

Must Haves :

1. Excellent knowledge of MS Word PowerPoint & Advanced Excel

2. SOP & Content Design experience

3. Excellent Communication Skills

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