Quality Auditor – Customer Experience

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Skills you'll use

What you'll do

• 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.

Who can apply

• As a 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 touch points

About ixigo

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