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Senior Executive EXL/SE/1008226

2 months ago

pune, India exl Full time

Job Description

Position Title, Responsibility Level Sr. Executive - Quality Compliance Analyst Function Quality & Process Excellence 

Reports to AM / Lead AM / Manager – Quality Excellence 

Permanent/ Temporary Permanent 

Span of Control NA Location All EXL Service Delivery Centers Basic Function 

The QCA is responsible for monitoring calls/ transactions, reporting, and feedback to the agent. Essential Functions • Conduct Transaction Monitoring as per guidelines defined in the QSD • Provide feedback to associates based on monitoring results • Prepare transaction monitoring reports and ensure timely and accurate reporting • Conduct ongoing analysis of quality performance and recommend actions for improvement at associate / process level • Update Prompt with performance data to ensure timely and accurate reporting of SLAs • Participate in calibration exercises on a regular basis to ensure consistency in measurement • Work closely with Trainer / SME and Operations team to conduct team huddles & PKT • Perform transaction processing as per defined policies and procedures • Co-ordinate all process improvement initiatives • Understand and participate in baseline activities Primary Internal Interactions • Trainers / SME • PE Asst Managers, Lead Asst Managers, Sr. Manager, AVP, VP • Ops AM, Lead AMs, Managers Primary External Interactions • Client, for the process quality interactions and calibrations

Organizational Relationships Reports To : AM / Lead AM / Manager – Quality & Process Excellence Supervises : None Skills Technical Skills • Basic knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook • Basic knowledge of calls recording system and its usage (Amazon Connect, Witness, etc) preferred Process Specific Skills • Understanding of QSD (Transaction Monitoring Methodology) • Knowledge of B-PROMPT (preferred) • Calibration on the audit parameters • Quality Scores • Minimum process specific skills defined for the associates in the process Soft skills (Desired) • Ability to resolve conflicts constructively Soft Skills (Minimum) Functional • Demonstrates ability to perform tasks in a timely and accurate manner Leadership • Fosters a spirit of collaboration and team work General • Quantitative and qualitative ability • Conformance to policies / compliances with auditing skills and eye for details • Ability to coach and give feedback on an ongoing basis • Good written and verbal communication Skills Education Requirements • Graduate in any stream Work Experience Requirements • Webchat experience mandatory • Utilities industry experience preferred Annexure: Acknowledgement (acknowledge that the information contained in this document is factual and complete)

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