ixigo
Technology
SeniorQualityAuditor
Neural analysis suggests this role is
optimal for entry candidates.
“Senior Quality Auditor at ixigo. Skills: Quality Auditing, Customer Experience, Process Management, Reporting. Monitor callsails/chats. Identify Fatal errors”
What You'll Achieve.
Improve operational efficiency; Continuous customer experience enhancements
Industry & Context.
Data analysis
Safeguarding sensitive data, Reporting security incidents
What They're Looking For.
Must Have
2 years experience as QA, Excellent verbal skills, Excellent written skills, Excellent analytical skills, Excellent communication skills, Outstanding customer service skills, Dedication to providing customer care, Must be a self-motivator, Must be a self-starter, Focus on quality, Focus on customer service, Ability to multitask, Successfully operate in fast paced, Successfully operate in team environment, Flexible working weekends, Flexible working holidays, Excellent MS Word knowledge, Excellent MS PowerPoint knowledge, Advanced Excel knowledge, SOP experience, Content Design experience
What You'll Do.
Monitor callsails/chats
Identify Fatal errors
Identify Non-fatal errors
Identify historical trends
Uncover agent training needs
Conduct feedback sessions
Publish quality reports
Conduct calibration sessions
Conduct quality improvement sessions
Conduct train the trainer sessions
How You'll Work.
Team & Collaboration
Operations team; Training team; Product teams; Tech teams; Marketing teams
Communication Scope
Verbal communication; Written communication
Full Job Description
Launched in 2007 by Aloke Bajpai & Rajnish Kumar, ixigo is a technology company focused on empowering Indian travelers to plan, book and manage their trips across rail, air, buses and hotels. ixigo assists travelers in making smarter travel decisions by leveraging artificial intelligence, machine learning and data science-led innovations on ixigo’s OTA platforms, including websites and mobile applications. ConfirmTkt and AbhiBus became a part of ixigo in 2021. ixigo is headquartered in Gurugram with offices in Bangalore (ConfirmTkt) and Hyderabad (AbhiBus). The ixigo, ConfirmTkt and AbhiBus apps allow travellers to book train tickets, flight tickets, bus tickets, hotels, cabs and provide travel utility tools and services developed using in-house proprietary algorithms and crowd- sourced information. In 2022, as per data.ai, ixigo was featured in the Top 10 most downloaded travel apps worldwide. 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 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 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 Qualifications and Skill Set Requ
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