Senior Executive EXL / SE / 1118355

Job Description

• 1) The QCA is responsible for monitoring Calls / Transactions.
• 2) Collect data on the CTQs as defined in the SLA and track the same through PROMPT.
• 3) Raise issue-based feedback immediately as per the feedback process.
• 4) Assist the assistant manager in identifying the training needs for the agent and provide appropriate feedback to the agent through the assistant manager.
• 5) Participate in team huddles and give a brief on the Quality position in the process.
• 6) Maximum of 10 % of the productive hours per week on an on-going basis should be dedicated towards real-time production. This is applicable on a process-to-process basis.
• 7) Co-ordinate all process Improvement Initiatives with the process Black Belts.
• 8) Calibration exercises, on a regular basis, however not less than a quarter, to ensure consistency in measurement.
• 9) Maintain the Quality Compliance board with the Quality reports :

a. All SLA metrics printouts from ProMPT

b. Dashboard to be update every week by Tuesday EOD