Quality Auditor/ Senior Quality Auditor at ixigo

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

23 Feb, 26

Salary

0.0

Posted On

25 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, Customer Experience, Data Analysis, Communication Skills, Customer Service, SOP Design, Training, Feedback Sessions, Audit Forms, Operational Efficiency, Multitasking, Self-Motivator, Analytical Skills, Team Environment, MS Word, PowerPoint, Advanced Excel

Industry

technology;Information and Internet

Description

Company 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. Job Description 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: 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. Bachelor’s 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 Additional Information 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.

Responsibilities

The Senior Quality Auditor will manage process quality for customer service, driving the execution of ixigo’s quality processes and improving operational efficiency. This role involves monitoring communications, identifying training needs, and publishing quality reports.