EXL IT service management
Location
Noida | India
Job 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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