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EXL Services
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Senior Executive

Senior Executive

EXL Services

1 - 10 years

4 - 5 Lacs

noida

Posted:2 days ago| Platform: GlassDoor logo

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Skills Required

audits data compliance reports service monitoring transactions reporting analysis calibration consistency processing excel power word recording audit calculation resolve collaboration auditing communication

Work Mode

On-site

Job Type

Part Time

Job Description

Senior Executive

EXL/SE/1471133

Utilities & OthersNoida

Posted On

03 Sep 2025

End Date

18 Oct 2025

Required Experience

1 - 10 Years

Basic Section

Number Of Positions

Band

Band Name

Senior Executive

Cost Code

D013061

Campus/Non Campus

NON CAMPUS

Employment Type

Permanent

Requisition Type

New

Max CTC

400000.0000 - 500000.0000

Complexity Level

Back Office (Complexity Level 3)

Work Type

Work From Office – Fully Working From EXL/ Client Offices

Organisational

Group

Emerging

Sub Group

Emerging Business Unit

Organization

Utilities & Others

LOB

Quality Excellence

SBU

Quality Excellence

Country

India

City

Noida

Center

Noida - Centre 59

Skills

Skill

BACK OFFICE

MS OFFICE

QUALITY ASSURANCE

QUALITY CHECK

UTILITIES DOMAIN

QUALITY AUDITS

QUALITY CONTROL

VOICE

Minimum Qualification

GRADUATE

Certification

No data available

Job Description

Job Description

Position Title, Responsibility Level

Sr. Executive - Quality Compliance Analyst

Function

Quality Excellence

Reports to

AM / Lead AM / Manager – Quality Excellence

Permanent/ Temporary

Permanent

Span of Control

Location

All EXL Service Delivery Centers

Basic Function

The QCA is responsible for monitoring calls/ transactions, reporting, and feedback to the agent.

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
Understand and participate in baseline activities

Primary Internal Interactions

Trainers / SME

QE Asst Managers, Lead Asst Managers, Manager, AVP, VP

Ops AM, Lead AMs, Managers, AVP

Primary External Interactions

Client, for the process quality interactions and calibrations

Organizational Relationships

Reports To : AM / Lead AM / Manager – Quality Excellence

Supervises : None

Skills

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)

Knowledge of DQA or B-PROMPT (preferred)

Calibration on the audit parameters

Quality Scores and calculation methodology

Minimum process specific skills defined for the associates in the process

Soft skills (Desired)

Ability to resolve conflicts constructively

Soft Skills (Minimum)

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.

Education Requirements

Graduate in any stream

Work Experience Requirements

As per IJP/SRF requirements

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