Senior Executive EXL/SE/1058372

4 days 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 & 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 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

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