Senior Quality Analyst - Customer Experience

Company DescriptionLaunched in 2007, ixigo is an AI-based travel app based in Gurugram, India. ixigo services Indian travellers and their travel utility, planning and booking problems using technology and artificial intelligence. Offering train, flight and bus utility & bookings, the company applies AI for deal discovery, personalized recommendations, airfare predictions & alerts, train delay prediction, PNR confirmation prediction and automated customer service.Job DescriptionWe are looking to hire a Senior Quality Analyst, 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 Quality Analyst - Customer Experience, you will be responsible for:1. Monitoring calls/emails/chats as per audit forms & identify Fatal & Non-fatal errors2. Identifying historical trends through data analysis to uncover agent training needs3. To conduct regular Feedback sessions for Agents and trainers4. Publish daily, weekly & monthly Quality Reports5. To conduct calibration sessions with operations and training team6. Conduct quality improvement sessions for agents or train the trainer sessions7. Define SOPs as per process updates/product developments & cascade to team8. Designing Audit forms in line with process guidelines across touchpointsMust Haves:1. Excellent knowledge of MS Word, PowerPoint & Advanced Excel2. SOP & Content Design experience3. Excellent Communication SkillsQualifications1. Bachelor's degree - Minimum 2 years of experience as a QA in the e-commerce or travel sector.2. Excellent verbal, written, analytical and communication skills3. Outstanding customer service skills and dedication to providing customer care4. Must be a self-motivator and self-starter5. Focus on quality and customer service6. Ability to multitask and successfully operate in a fast-paced, team environment7. Flexible working on some weekends & holidays PRB