Senior Executive-Business Process & Service Excellence -Quality Excellence

EXL; Dadri; On-site; INR 500,000 - 700,000; Full time

Job summary

EXL in India (Dadri, Uttar Pradesh) seeks detail-oriented professional for transaction monitoring and quality assurance functions. You will apply the QSD guidelines to monitor transactions, provide feedback to associates, and prepare timely monitoring reports to ensure SLA compliance.

The role involves ongoing quality analysis and coordinating with trainers and operations to drive improvements. The ideal candidate will participate in calibration exercises, drive process improvements with Black

Qualifications

• Follows QSD guidelines for transaction monitoring.
• Delivers feedback based on monitoring results.
• Prepares reports to ensure timely and accurate SLA reporting.
• Analyzes quality performance and recommends process actions.
• Coordinates calibration efforts to ensure measurement consistency.

Responsibilities

• Conduct Transaction Monitoring per QSD guidelines.
• Provide feedback to associates based on monitoring results.
• Prepare transaction monitoring reports with timely, accurate SLA reporting.
• Analyze quality performance and recommend improvements at associate/process levels.
• Update performance data to ensure SLA reporting accuracy.
• Participate in calibration regularly to ensure measurement consistency.
• Collaborate with Trainers/SME and Operations for team huddles.
• Perform transaction processing according to defined policies and procedures.
• Coordinate process-improvement initiatives with process Black Belt.

Skills

Transaction Monitoring

Feedback & Reporting

Quality Analysis

SLA Compliance

Process Improvement

Team Coordination

Job 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.