At Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to Be Alight.
Our Values:
Champion People be empathetic and help create a place where everyone belongs.
Grow with purpose be inspired by our higher calling of improving lives.
Be Alight act with integrity, be real and empower others.
With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.
Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.
Learn more at careers.alight.com.
Job Description
Analyst - Quality
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 practical 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