Description

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 with process Black Belt.

Responsibilities

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 with process Black Belt.

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 Skills required: Technical 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) preferred Process Specific Skills:

• Understanding of QSD (Transaction Monitoring Methodology) • Calibration on the audit parameters • Quality Scores • Minimum process specific skills defined for the associates in the process.

Soft Skills

• Ability to resolve conflicts constructively Functional:

• Demonstrates ability to perform tasks in a timely and accurate manner Leadership:

• Fosters a spirit of collaboration and teamwork 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.

• Positive written and verbal communication Skills.

Qualifications

Graduate

📌 Senior Executive-Business Process & Service Excellence -Quality Excellence (Noida)
🏢 EXL
📍 Noida