Senior Executive

3 weeks ago

Noida India EXL IT service management Full time

Job Description

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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