T3 - Analyst Quality

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 improving lives Be Alight - act with integrity be real and empower others It s why we re so driven to connect passion with purpose Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health wealth wellbeing absence management and navigation 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 Customer Care Quality Auditor Voice 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 Alight requires all virtual interviews to be conducted on video Flexible Working So that you can be your best at work and home we consider flexible working arrangements wherever possible Alight has been a leader in the flexible workspace and Top 100 Company for Remote Jobs 5 years in a row Benefits We offer programs and plans for a healthy mind body wallet and life because it s important our benefits care for the whole person Options include a variety of health coverage options wellbeing and support programs retirement vacation and sick leave maternity paternity adoption leave continuing education and training as well as several voluntary benefit options By applying for a position with Alight you understand that should you be made an offer it will be contingent on your undergoing and successfully completing a background check consistent with Alight s employment policies Background checks may include some or all the following based on the nature of the position SSN SIN validation education verification employment verification and criminal check search against global sanctions and government watch lists credit check and or drug test You will be notified during the hiring process which checks are required by the position Our commitment to Inclusion We celebrate differences and believe in fostering an environment where everyone feels valued respected and supported We know that diverse teams are stronger more innovative and more successful At Alight we welcome and embrace all individuals regardless of their background and are dedicated to creating a culture that enables every employee to thrive Join us in building a brighter more inclusive future As part of this commitment Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process If reasonable accommodation is needed please contact Equal Opportunity Policy Statement Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex race color religion creed national origin ancestry age physical or mental disability medical condition pregnancy marital or domestic partner status citizenship military or veteran status sexual orientation gender gender identity or expression genetic information or any other legally protected characteristics or conduct covered by federal state or local law In addition we take affirmative action to employ disabled persons disabled veterans and other covered veterans Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs practices and observances unless doing so would result in undue hardship Applicants for employment may request a reasonable accommodation modification by contacting their recruiter Authorization to work in the Employing Country Applicants for employment in the country in which they are applying Employing Country must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight Note this job description does not restrict management s 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 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 management s 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