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ixigo, a leading online travel agency (OTA) in India, is hiring a Quality Auditor for Customer Experience to manage process quality and drive operational excellence in customer service. You will oversee ixigo's day-to-day quality processes, analyze customer interactions, and provide actionable insights to product, tech, and marketing teams to enhance the overall customer experience.
Key Responsibilities:
- Monitor and audit calls, emails, and chats using standardized audit forms to identify fatal and non-fatal errors
- Conduct data analysis to identify historical trends and uncover agent training needs
- Facilitate regular feedback sessions with agents and trainers to drive continuous improvement
- Publish daily, weekly, and monthly quality reports for stakeholder review
- Lead calibration sessions with operations and training teams to ensure consistency
- Design and deliver quality improvement sessions and train-the-trainer programs
- Define and update Standard Operating Procedures (SOPs) in response to process changes and product developments, then cascade to the team
- Design audit forms aligned with process guidelines across all customer touchpoints
- Safeguard sensitive company data and report suspected security incidents per ISMS policies
About ixigo:
Founded in 2007, ixigo is a technology-driven travel platform empowering Indian travelers to plan, book, and manage trips across rail, air, buses, and hotels. The company leverages AI and proprietary algorithms to help travelers make smarter decisions. With over 54 crore Annual Active Users in FY2025, ixigo is the leading OTA for the Next Billion Users in India.
Requirements:
- Bachelor's degree with minimum 2 years of QA experience, preferably in ecommerce or travel sector
- Excellent verbal, written, analytical, and communication skills
- Outstanding customer service skills and dedication to customer care
- Self-motivated and self-starter mindset
- Strong focus on quality and customer service excellence
- Ability to multitask and thrive in a fast-paced, team-oriented environment
- Flexibility to work some weekends and holidays
- Advanced proficiency in MS Word, PowerPoint, and Excel
- SOP and content design experience
- Excellent communication skills
