Senior Executive EXL/SE/1058372
3 days ago
Job Description
Position Title, Responsibility Level
Sr. Executive - Quality Compliance Analyst
Function
Quality & Process Excellence
Reports to
AM / Lead AM / Manager – Quality & Process 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 Perform transaction processing as per defined policies and procedures Co-ordinate all process improvement initiatives Understand and participate in baseline activitiesPrimary Internal Interactions
Trainers / SME PE Asst Managers, Lead Asst Managers, Sr. Manager, AVP, VP Ops AM, Lead AMs, ManagersPrimary External Interactions
Client, for the process quality interactions and calibrations-
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