Spanje, GranadaSpanje, Granada

Alight Solutions

Publicatie datum 09.01.2024

3 hebben gesolliciteerd

Global Quality Specialist - Dutch Speaker

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.


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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