Quality Analyst - Senior Executive
PuneFull-time20–30 yrsPosted 5 months ago
Leadership customer support role at EXL in Pune. Needs 20+ years and a diploma.
About the role
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
What you'll do
- 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
What you need
- AML
- LLMs
- Financial statements