Senior Executive

Noida, Uttar Pradesh
Permanent
Full-time

1 day ago

Job Description:Job DescriptionPosition Title, Responsibility LevelSr. Executive - Quality Compliance AnalystFunctionQuality ExcellenceReports toAM / Lead AM / Manager – Quality ExcellencePermanent/ TemporaryPermanentSpan of ControlNALocationAll EXL Service Delivery CentersBasic FunctionThe 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, AVPPrimary External Interactions· Client, for the process quality interactions and calibrationsOrganizational RelationshipsReports To : AM / Lead AM / Manager – Quality ExcellenceSupervises : NoneSkillsTechnical 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.) preferredProcess 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 processSoft skills (Desired)· Ability to resolve conflicts constructivelySoft Skills (Minimum)Functional· Demonstrates ability to perform tasks in a timely and accurate mannerLeadership· Fosters a spirit of collaboration and teamworkGeneral· 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 streamWork Experience Requirements· As per IJP/SRF requirementsAnnexure:Acknowledgement (acknowledge that the information contained in this document is factual and complete)Candidate Supervisor/Manager Date

EXL Service

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