EXL

Senior Executive-Business Process & Service Excellence -Quality Excellence

In short

This role conducts transaction monitoring and quality analysis within a business process/service excellence team, providing feedback to associates and preparing SLA reporting. It involves calibration exercises, coordination with trainers/SMEs and operations, and partnering with process Black Belts on improvement initiatives. A graduate-level qualification is required.

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 with process Black Belt

Requirements

•Graduation

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