T3 - 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 useful information.
• Take calls on a regular basis to stay updated with the process.
• Provide inputs to improve the quality process.

Key Requirements

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

Skills Required

Training, Management, Auditor, Quality Audit, Root Cause Analysis, Senior Analyst, Call Audit, Quality Improvement, Quality Auditor, Ms Office