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 completed evaluations

　　Track and report the coaching compliance of completed evaluations

　　Conduct weekly meeting with Operations to explain team findings and address queries

　　Track action items against different owners from weekly QCM meeting. Follow-up and escalate on pending action items as appropriate

　　Resolve disputes through the Lead effectively and in a timely manner

　　Support the Delivery Support Management Team to ensure that training requirements and transformation requirements are understood, and that support is in place to address outcomes and improvements identified through the monitoring process

　　Facilitate and/or participate in internal and external calibration sessions as applicable

　　Track action items from the calibration sessions and follow-up/escalate to closure

　　Responsible for reverse validation: analyze SAP reports, validate accuracy of SAP transactions, resolution of errors etc.

　　Build effective working relationships with support teams and use support team data and analysis to suggest improvements to QCM results

　　• Follow framework standards across the regions

　　• Contribute to performance results, as well as supporting business and communication plans

　　• Support the overall Quality service performance in terms of quality and accuracy

　　Support the monthly Leadership reporting and ensure it meets the business needs

　　Support key stakeholders to ensure that there is collaborative approach to achieve the required business outcomes

　　Promote strong morale and collaboration within the team

　　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.

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　　About Alight Solutions

　　Alight is a leading cloud-based human capital technology and services provider that powers confident health, wealth and wellbeing decisions for 36 million people and dependents. Our Alight Worklife® platform combines data and analytics with a simple, seamless user experience. Supported by our global delivery capabilities, Alight Worklife is transforming the employee experience for people around the world. With personalized, data-driven health, wealth, pay and wellbeing insights, Alight brings people the security of better outcomes and peace of mind throughout life’s big moments and most important decisions. Learn how Alight unlocks growth for organizations of all sizes at alight.com .

　　Our values are the essence of who we are:

　　Champion people. We are empathetic and have created a place where everyone belongs. And we win together.

　　Grow with purpose. We are inspired by our higher calling. We fail forward and choose progress over perfection. We are brave, show grit and grow our whole selves.

　　Be Alight. We are a beacon that empowers others. We act with integrity and are real. And we find ways to add joy.

　　Our Colleague Experience

　　At Alight Solutions, we are reimaging how people and organizations thrive. To deliver on this purpose, we do things differently. From company leaders to our newest colleagues, we all play a role in bringing our values to life. Every colleague shapes how Alight can become better, stronger and brighter – together. With technology as our catalyst and humanity at our core, we advance each day toward a better future in work and life.

　　We understand the powerful human connections that create success for organizations. We bring an industry leader's expertise and a true partner's commitment to our benefits and administration solutions around health, wealth, HR, finance and consumer experience.

　　Are you interested in helping us shape the future of work and life for organizations, people and their families? If so, you've come to the right place.

　　Help us reimagine how people and organizations thrive!

　　Our story starts with a simple, universal truth: Every business is a people business. We are Alight Solutions. Reimagining how people and organizations thrive.

　　@AlightSolutions