Job Description: 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.
Responsibilities: 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.
