Quality Auditor/ Senior Quality Auditor

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
•  De...