Walk-in Drive - 16th May I Analyst - Quality ( Qa Customer Service)
- Alight
- 4 - 8 years
- Noida, Gurugram
- 24 days ago
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Job Description
Alight Solutions || Analyst - Quality / Customer Care Quality Auditor (Voice) || Exp : 4- 8 yrs II Gurugram.
Walk-In Drive
Date : 16th May, Friday
Time : 12.00 PM - 3.00 PM
Venue : Alight Services India Pvt. Ltd,10th Floor, DLF Cyber Greens, Building 7A & 7 B, Tower D & E, Gurgaon 122002. Near DLF Phase 3 Metro station.
Pls carry an ID proof (Security check) and hard copy of your resume. Entry will not be allowed else.
Candidates who meet the following criteria will only be considered for this Walk-in
- Should have Call Audit experience . Excellent Communication skills.
- Willing to work 5 days from office - DLF Cyber Greens Gurgaon
- Open to work in night shifts
- Last entry - 2.30 pm
Job Description
- Perform quality audits to analyze quality of calls.
- Meet daily call audit targets.
- Identify areas of improvement and provide actionable steps to improve quality.
- Perform root cause analysis.
- Actively participate and provide inputs in calibration sessions.
- Provide coaching and high-impact feedback to customer care representatives.
- Enable customer care teams to constantly improve the end-user experience and delivery of service.
- Create and prepare quality reports showing error trends and other useful information.
- Take calls on a regular basis to stay updated with the process.
- Provide inputs to improve the quality process.
Key Requirements
- More than 4+ years of experience in a similar role.
- Extensive experience of working in an international customer care team (voice).
- Ability to interact with stakeholders and customers globally.
- Understanding of the Audit the Auditor process.
- Excellent communication skills.
- Experience using quality audit forms.
- Working knowledge of MS Office.
- Willingness to learn the entire process and undertake production on a periodic basis.
- Graduation
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality Assurance
Role Category: Quality Assurance - Other
Role: Quality Assurance - Other
Employement Type: Walk-ins
Contact Details:
Company: AlightLocation(s): Noida, Gurugram
Keyskills: Call Audit Quality Call Monitoring QC Tools Metrics Feedback Call Calibration CSAT Aht
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