**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. .