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.
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. Primary Internal Interactions: • Trainers / SME • PE Asst Managers, Lead Asst Managers, Sr. Manager, AVP, VP • Ops AM, Lead AMs, Managers Primary External Interactions: • Client, for the process quality interactions and calibrations Skills required: Technical Skills: • Basic knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook • Basic knowledge of calls recording system and its usage (NICE, Witness, etc) preferred Process Specific Skills: • Understanding of QSD (Transaction Monitoring Methodology) • Calibration on the audit parameters • Quality Scores • Minimum process specific skills defined for the associates in the process. Soft Skills: • Ability to resolve conflicts constructively Functional: • Demonstrates ability to perform tasks in a timely and accurate manner Leadership: • Fosters a spirit of collaboration and teamwork General: • Quantitative and qualitative ability • Conformance to policies / compliances with auditing skills and eye for details • Ability to coach and give feedback on an ongoing basis. • Good written and verbal communication Skills.
Graduate
Choosing a digital partner is about more than capabilities — it’s about collaboration and character.
Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.
At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.
Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.
Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.
We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.
At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.
For more information, visit www.exlservice.com.
