
High Salary: Senior Executive
6 hours ago
Job Description
Position Title, Responsibility Level
Sr. Executive - Quality Compliance Analyst
Function
Quality 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
- 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
. QE Asst Managers, Lead Asst Managers, Manager, AVP, VP
. Ops AM, Lead AMs, Managers, AVP
Primary External Interactions
. Client, for the process quality interactions and calibrations
Organizational Relationships
Reports To : AM / Lead AM / Manager - Quality 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 (NICE, Witness, etc.) preferred
Process Specific Skills
. Understanding of QSD (Transaction Monitoring Methodology)
. Knowledge of DQA or B-PROMPT (preferred)
. Calibration on the audit parameters
. Quality Scores and calculation methodology
. 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 teamwork
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
. As per IJP/SRF requirements
Annexure:
Acknowledgement(acknowledge that the information contained in this document is factual and complete)
___________________________________ ___________________________________________ ____________________________
Candidate Supervisor/Manager Date
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