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Job Description
Position Title, Responsibility Level
Executive/ Sr. Executive - Quality Compliance Analyst
Function
Operations - Project
Reports to
Project Manager/Operations Manager
Permanent/ Temporary
Temporary
Span of Control
NA
Location
EXL Cluj
Basic Function
The QCA is responsible for quality checking policy details entered in Excel spreadsheet, reporting, giving feedback to the agent. Also responsible with internal and client project status reporting and presentation.
Essential Functions
- Conduct Transaction Monitoring as per project guidelines
- Provide feedback to associates based on monitoring results
- Initiate corrections as and when required
- 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 reports with performance data to ensure timely and accurate reporting of outputs to client/internal project team
- Work closely with Project Manager to conduct team meetings
- Perform transaction processing as per defined policies and procedures
- Ensuring seamless/ efficient execution and delivery
- Managing and developing customer relationship
Primary Internal Interactions
- Trainers
- Transition AM / Operations
- Internal Project Team
Primary External Interactions
- Client, for the project update reports
Organizational Relationships
Reports To : Project Manager
Supervises : None
Skills Technical Skills
- Basic knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook
Process Specific Skills
- Understanding of Quality Practices
- Quality Scores
- Minimum process specific skills defined for the associates in the process.
- Ensuring seamless/ efficient execution and delivery
- Insurance experience desired but not mandatory;
Soft skills (Desired)
- Ability to resolve conflicts constructively
- Good command of Spanish and English
- Strong written and oral communication skills
- Manage priorities assertively when required
Soft Skills (Minimum)
Functional
- Demonstrates ability to perform tasks in a timely and accurate manner
Leadership
- Fosters a spirit of collaboration and team work
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
Work Experience Requirements
- External candidate: Minimum 2 year of relevant experience in Customer Care for F&A/Insurance etc.