Quality Analyst - Senior Executive

EXL; Maharashtra; On-site; INR 300,000 - 420,000; Full time

Job summary

EXL in India is seeking a dedicated Quality Analyst for transaction monitoring and process improvement. You will conduct monitoring as per guidelines, provide feedback to associates, and prepare timely reports to ensure SLAs are met.

You will collaborate with Trainers, SMEs, and Operations to calibrate measurements, participate in team huddles, and drive baseline activities and continuous improvement across processes.

Responsibilities

• 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
• Understand and participate in baseline activities

Job description

• 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
• Understand and participate in baseline activities