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Senior Executive EXL/SE/1118355
3 months ago
Job Description
1) The QCA is responsible for monitoring Calls/Transactions. 2) Collect data on the CTQs as defined in the SLA and track the same through PROMPT. 3) Raise issue-based feedback immediately as per the feedback process. 4) Assist the assistant manager in identifying the training needs for the agent and provide appropriate feedback to the agent through the assistant manager. 5) Participate in team huddles and give a brief on the Quality position in the process. 6) Maximum of 10 % of the productive hours per week on an on-going basis should be dedicated towards real-time production. This is applicable on a process-to-process basis. 7) Co-ordinate all process Improvement Initiatives with the process Black Belts. 8) Calibration exercises, on a regular basis, however not less than a quarter, to ensure consistency in measurement. 9) Maintain the Quality Compliance board with the Quality reports:a. All SLA metrics printouts from ProMPT
b. Dashboard to be update every week by Tuesday EOD
Follow the procedure as defined for the process Monitoring Feedback Reporting Calibration Production Training and meetings Any other task given to the QCA by the QC Manager / QC AM