Senior Executive
- EXL
- 2 - 4 years
- Pune
- 1 month ago
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Job Description
Job Description Admin Ops Quality Analyst
Position Title
Sr. Executive - Quality Compliance Analyst
Quality & Process Excellence
Reports to
AM / Lead AM / Manager Quality & Process Excellence
Manager Name
Complexity Level
The QCA is responsible for monitoring calls/ transactions, reporting, and feedback to the agent.
- 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.
- 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.
.
- 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
Technical Skills
- Basic knowledge of MS Office MS Excel, Power Point, Word Doc, Outlook
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 (Minimum)
- 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.
- Good written and verbal communication Skills.
Soft Skills (Desired)
- Ability to resolve conflicts constructively
Graduate or Diploma holder with at least 15 years of education
- Minimum Eighteen months of work experience in a related field is required.
- Experience in BPO US P&C Insurance industry.
- Experience in BPO specifically in US P&C Claims
Job Classification
Industry: Software ProductFunctional Area / Department: Finance & Accounting
Role Category: Treasury
Role: Treasury Executive
Employement Type: Full time
Contact Details:
Company: EXLLocation(s): Pune
Keyskills: Senior Executive
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