Senior Executive-Business Process & Service Excellence -Quality Excellence

EXL Talent Acquisition Team; Pune District; On-site; INR 50,000 - 80,000; Full time

Job summary

EXL Talent Acquisition Team is seeking a role focused on transaction monitoring and quality analysis within Pune. The position involves monitoring guidelines, providing feedback to associates, and generating reports to ensure timely SLA reporting.

Key responsibilities include calibration exercises, collaboration with Trainers and SME, and driving process improvements in coordination with the Operations team. The role emphasizes accuracy, adherence to policies, and proactive performance analysis.

Responsibilities

• 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.

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 with process Black Belt.