Senior Executive-Business Process & Service Excellence

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.

Graduate

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.