T3 - Analyst Quality @ Alight

Customer Care Quality Auditor (Voice)

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 or 3 years Diploma is mandatory.

We offer you a competitive total rewards package, continuing education training, and tremendous potential with a growing worldwide organization.

DISCLAIMER:

Nothing in this job description restricts managements right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.