Senior Executive-Business Process & Service Excellence -Quality Excellence

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.

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.

Graduation