Quality Compliance Analyst | EXL Cebu

Job Summary

The role is responsible for monitoring transactions as per process guidelines and driving continuous improvement and process-related initiatives.

Essential Functions

• Monitor transactions as per targets and guidelines.
• Provide coaching and feedback to consultants following audits.
• Prepare quality presentations and reports as per requirement.
• Collecting and analyzing trends and patterns
• Review and analyze quality results to identify development areas.
• Propose action plans based on findings for improvement and assist implementation in collaboration with Operations.
• Assisting Ops-AM in identifying training needs for the agents and process level issues that can help improve performance.
• Assist the process AM’s in identifying the training needs for the agents.
• Conduct/participate in calibration exercises on regular basis.
• Handle incoming calls for process as and when requi...