Quality Auditor – Customer Experience

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Skills you'll use

What you'll do

• 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

Who can apply

• Excellent knowledge of MS Word, PowerPoint & Advanced Excel
• SOP & Content Design experience
• Excellent Communication Skills
• Responsible for safeguarding sensitive company data against unauthorized access, use, or disclosure, and for reporting any suspected security incidents in line with the organization's ISMS (Information Security Management System) policies and procedures.

About ixigo

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