Senior Executive
Senior Executive
Posted on :
06-04-2025
Employer Active
1 Vacancy
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Job Description
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
- Coordinate 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
Required Experience:
Senior IC
Employment Type
Full-Time
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