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Urgent! T3 - Analyst Quality Job Opening In Gurugram – Now Hiring Confidential



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.

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Role: 

Industry Type: 

Department: 

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


Required Skill Profession

Business Operations Specialists



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