Global Quality Specialist - Dalian

Updated: March 02, 2024 04:06 PM GMT

Full-time Job in Dalian, Liaoning

Alight

Dalian, Liaoning, China

Delivery Key responsibilities:
• Perform transactional quality audits on Customer Service interactions (all calls including payroll, cases and emails) to ensure the highest standards are achieved by following the QCM Methodology and meeting productivity targets
• Responsible for reporting all behavior that does not conform to the quality standards set by the company and the account management following the standard QCM Methodology and Governance
• Be up-to-date with the transactional and payroll monitoring guidelines and operational processes to effectively rate transactions with near zero errors in rating
• Report individual and team performance against the quality criteria including patterns, trends, defect drivers, etc. based on agreed frequency and format
• Provide ad-hoc quality reports as and when instructed from the Quality Lead
• Provide detailed coaching points for all audited transactions using the standard template
• Perform coaching and delivery feedback to agents on... More Detail