Analyst - Quality

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

Key Responsibilities

1. Quality Audits & Monitoring

• 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

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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.