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    Quality Analyst - Gurgaon, India - Alight

    Alight
    Alight Gurgaon, India

    4 days ago

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    OTHER
    Description

    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. Our team's expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

    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)

    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 3+ 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.

    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 Diversity and Inclusion

    Alight is committed to diversity, equity, and 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.

    Diversity 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 and advance in the employment of qualified minorities, women, 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 his/her 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.

    Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate's experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit:


    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.

    .
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