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    Senior Executive EXL/SE/1008226 - Pune, India - exl

    exl
    exl Pune, India

    13 hours ago

    EXL background
    Description

    Job Description

    Position Title, Responsibility Level Sr. Executive - Quality Compliance Analyst Function Quality & Process 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 & PKT
    • 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

    Organizational Relationships Reports To : AM / Lead AM / Manager – Quality & Process 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 (Amazon Connect, Witness, etc) preferred Process Specific Skills
    • Understanding of QSD (Transaction Monitoring Methodology)
    • Knowledge of B-PROMPT (preferred)
    • Calibration on the audit parameters
    • Quality Scores
    • 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 team work 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
    • Webchat experience mandatory
    • Utilities industry experience preferred Annexure: Acknowledgement (acknowledge that the information contained in this document is factual and complete)

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