Quality Auditor – Customer Experience
ixigo
Full Time2+ yearsPosted 11 days ago
Let the right jobs find you
Get personalised suggestions from verified company career pages, matched to your role, location, level, and skills.
Overview
Position Type
Full Time
Experience
2+ years
Job Description
Job Description
We are looking to hire a 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 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 touch points