Conduct regular quality audits of transactions, cases, or customer interactions (voice and/or non‑voice) to evaluate compliance with defined quality standards and SLAs
Meet daily/weekly/monthly audit targets while maintaining accuracy and consistency
Use standard quality audit frameworks, checklists, and scorecards during evaluations
Root Cause Analysis & Defect Identification
Analyze audit results to identify recurring errors, trends, and systemic quality gaps
Perform root cause analysis to determine process, knowledge, or system‑related issues
Document quality defects clearly and share insights with operations, training, and leadership teams
Feedback, Coaching & Calibration
Provide clear, actionable, and high‑impact feedback to customer care representatives or operational teams
Participate actively in calibration sessions to ensure scoring consistency and audit accuracy
Support coaching initiatives by highlighting improvement opportunities and best practices
Reporting & Quality Metrics
Prepare and maintain quality reports highlighting trends, error types, compliance gaps, and improvement areas
Track quality KPIs and share insights with stakeholders to support data‑driven decisions
Ensure timely and accurate reporting aligned with business and client requirements
Process Improvement & Quality Governance
Provide inputs for improving quality frameworks, audit tools, and review methodologies
Support continuous quality improvement initiatives and compliance requirements
Contribute to the enhancement of end‑user experience and service delivery outcomes
Stakeholder Collaboration
Collaborate with operations, training, and leadership teams to address quality gaps
Engage with global stakeholders when required, ensuring alignment on quality expectations
Support "Audit the Auditor" processes where applicable
Process Knowledge & Floor Support
Take live calls or handle cases periodically to stay connected with process updates and real‑time challenges
Stay updated on policy changes, client requirements, and operational workflows
Required Skills & Competencies
Technical & Functional Skills
Strong understanding of quality assurance methodologies and audit processes
Experience using quality audit forms, scorecards, and reporting tools
Working knowledge of MS Excel, PowerPoint, and data analysis for reporting
Familiarity with compliance and quality governance frameworks
Behavioural & Interpersonal Skills
Excellent verbal and written communication skills
Overall work experience of 6 year and above
Ability to deliver constructive feedback and influence stakeholders positively
Strong analytical and problem‑solving mindset
High attention to detail and consistency in evaluations
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.
.
Benefits
Health insurance
Additional Information
Our story
At Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to "Be Alight."
Our Values:
Champion People - be empathetic and help create a place where everyone belongs.
Grow with purpose - Be inspired by our higher calling of improving lives.
Be Alight - act with integrity, be real and empower others.
It's why we're so driven to connect passion with purpose. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation.
With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.
Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.
Learn more at careers.alight.com .
Quality Analyst
Role Summary
The Quality Analyst is responsible for ensuring end‑to‑end quality of delivery and adherence to defined standards across customer care, operations, or solution delivery processes. The role focuses on quality audits, defect identification, root cause analysis, stakeholder feedback, and continuous process improvement , ensuring high‑quality outcomes aligned with Alight's "Champion People, Grow with Purpose, Be Alight" values
Alight · Hr-gurgaon-us Holidays-dlf Cyber Greens, IN