Assistant Manager - Quality; Claims and Customer Service QA

Position: Assistant Manager - Quality (Claims and Customer Service QA)
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.
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

Job Description

M1 - Assistant Manager

About the role
A Quality Manager is a professional responsible for overseeing and managing all aspects of quality assurance and quality control within the leave solutions process. The person would be responsible for coaching and development of his/ her team members and driving positive culture in his/ her team.

High-Level Responsibility Areas
Oversee inspections, testing, and audits to identify and address defects. They also implement preventative measures to minimize future issues.
Analyze quality data to identify trends and areas for improvement. Develop and implement solutions like corrective actions (fixing problems) and preventative actions (stopping problems before they occur)
The role requires reviewing key client requirements, translating these in to concrete actionable procedures for self and the group, mapping resource needs and training them on the various tools & processes with key focus on org-directions.
Relationship management with onshore TMs
Create goals and performance plans for teams.
Effectively partner with the support functions such as Quality, H.R, T&A, RM, TD
Manage Span ranging from (15-20)
Performance Management
People Management (Team management, Coaching & Development, resource management etc.)
Business Management Routines & Client calls
Escalation Management
Coaching/Performance mgmt./Training
Info shares/Round tables
Analytics / Consulting
Stakeholder Management

Formal Education  - Graduate with minimum 7 years of relevant experience post graduation (aggregate marks of =45% ( No Gaps / Failure throughout Graduation)

Knowledge & Experience
- Minimum 8 years of overall work experience (full time). 8-10 years of experience range is preferred.
Experience in Call Audits is mandatory
Should have substantial experience in domain
People management experience of more than 3 years is preferred
Proven ability to prioritize, develop and manage resource needs across clients

Flexible Working
So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and Top 100 Company for Remote Jobs' 5 years in a row.
Benefits
We offer programs and plans for a healthy mind, body, wallet and life because it's important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as several voluntary benefit options.
By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight's employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test.

You will be notified during the hiring process which checks are required by the position.

Our commitment to Inclusion
We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.
At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.
As part of this commitment, Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact [HIDDEN TEXT].
Equal Opportunity Policy Statement
Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected…