T3 - Analyst Quality

3 weeks ago

Gurugram, 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

  • Quality Analyst

    3 weeks ago

    Gurugram, India Sparsa Digital Full time

    Job Description A Quality Analyst is responsible for ensuring that the products, services, and processes of an organization meet specified quality standards. Key responsibilities include : 1. Developing and implementing quality control procedures 2. Analyzing data to identify trends and areas for improvement. t3. Collaborating with cross - functional...

  • T3 - Analyst Operations

    3 weeks ago

    Gurugram, India Alight Full time

    Job Description Our story 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...

  • T3 - Analyst - Operations

    3 weeks ago

    Gurugram, India Alight Solutions Full time

    Our storyAt 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...

  • Quality Analyst

    3 weeks ago

    Gurugram, India TP Full time

    We're Hiring: Quality Analyst - BPO (International Telecom/Sales process) Location: Gurgaon, India Join our dynamic team as a Quality Analyst If you have 2+ years of experience in BPO, specifically in international telecom or sales processes, we want you to drive performance, ensure quality, and coach agents to success. What You'll Do: Monitor...

  • Quality Analyst

    3 weeks ago

    Gurugram, India Wsne Consulting Full time

    Skill required: Quality Checks - Operational Audit & Compliance into InsuranceDesignation: Quality Assurance AnalystQualifications: Any Graduation Years of Experience:3 to 5 years

  • Quality Analyst

    3 weeks ago

    Gurugram, India noon Full time

    Job Title:Quality Analyst Location:Gurgaon, India Reporting to:Assistant Manager Quality About noon We're building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this...

  • T3 - Analyst Customer Service

    3 weeks ago

    Gurugram, India Alight Solutions Full time

    Our story 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...

  • T3 - Analyst Comer Service

    7 days ago

    Gurugram, India Alight Full time

    Our story 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...

  • Sr. Quality Analyst

    3 weeks ago

    Gurugram, India The Career Next Full time

    Manage L2C processes - Project Admin, Invoicing, Intercompany, Data Quality.Collaborate with global teams in UK shiftsSupport new application rollout & testing (Oracle NetSuite exposure a plus. Required Candidate profile Sr. Quality Analyst: 5+ yrs exp (Project Admin / Invoicing / L2C).Quality Analyst: 3+ yrs exp.Strong MS Office, analytical &...

  • T3 - Analyst - Operations (High Salary)

    3 weeks ago

    Gurugram, India Alight Full time

    Job Description Our story 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...