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 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.

.