Quality Analyst - Senior Executive

EXL Talent Acquisition Team; Pune District; On-site; INR 600,000 - 800,000; Full time

Job summary

EXL Talent Acquisition Team in Pune is seeking a detail-oriented professional to support transaction monitoring and quality assurance. You will conduct monitoring as per QSD guidelines, provide feedback to associates based on results, and prepare timely reports to meet SLAs.

You will collaborate with Trainers, SMEs, and Operations to drive process improvements and participate in calibration exercises to ensure consistency across the team.

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