Quality Auditor - Customer Experience

Company Description

ConfirmTkt, India's leading authorised B2C online train ticketing and travel utility platform available on Android and iOS. It helps users secure confirmed tickets by predicting confirmation chances for waitlisted tickets and tracking real-time train status, coach positions, platform numbers, and seat availability. Powered by machine learning and seat allotment patterns, ConfirmTkt offers alternative travel recommendations when direct trains are unavailable. Users can also enjoy free cancellation with a full refund and faster refunds via the ConfirmTkt wallet. ConfirmTkt enables direct train ticket bookings without redirection to IRCTC, providing a seamless and hassle-free experience.

ConfirmTkt is owned and operated by ixigo (Le Travenues Technology Limited), India's leading OTA for the Next Billion Users. With over 54 crore Annual Active Users in FY25, ixigo offers AI-powered train, flight, bus, and hotel bookings through its platforms - ixigo, ConfirmTkt, and AbhiBus.

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:

• 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 tea
• mDesigning Audit forms in line with process guidelines across touchpoints

Qualifications

• Bachelor's degree - Minimum 2 years of experience as a QA in the ecommerce /travel sector
• Excellent verbal, written, analytical and communication skills
• Outstanding customer service skills and dedication to providing customer care
• Must be a self-motivator and self-starter
• Focus on quality and customer service
• Ability to multitask and successfully operate in a fast paced, team environment
• Flexible working on some weekends & holidays

Must Haves

• Excellent knowledge of MS Word, PowerPoint & Advanced Excel
• SOP & Content Design experience
• nceExcellent Communication Skills