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)
Job tags
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