T3 - Analyst Quality

4 weeks ago

Gurgaon, Haryana, India Alight Full time
Job Description

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.

.

Role:Call Quality Analyst

Industry Type:IT Services & Consulting

Department:Quality Assurance

Employment Type:Full Time, Permanent

Role Category:Business Process Quality

Education

UG:Any Graduate

PG:Any Postgraduate

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