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Customer Care Quality Auditor (Voice)

4 - 8 years

4 - 6 Lacs

Gurgaon

Posted:2 months ago| Platform: Naukri logo

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Skills Required

Call Quality Call Audit Customer Care Voice And Accent Voice

Work Mode

Work from Office

Job Type

Full Time

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.

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Alight
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www.alight.com

Human Resources & Technology

Chicago

4000+ Employees

94 Jobs

    Key People

  • Cristina H. D. Mesquita

    CEO

  • John R. S. Wright

    CFO

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