Senior Quality Analyst
EXL
full-time
Posted on:
Location Type: Hybrid
Location: Philippines
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Job Level
About the role
- Monitor transactions as per process guidelines.
- Provide event-based and frequency-based feedback.
- Assist the operations and process training teams in identifying training needs for the agents and process level issues that can help improve performance.
- Participate in team huddles and provide a brief on quality performance in the process.
- Lead calibration exercises with participation from the operations and process training team to ensure process workflows are followed consistently
- Brief new staff joining the process and explain how the quality function operates in the process.
- Coordinate all process improvement initiatives
Requirements
- English language proficiency
- Previous international Voice experience
- Good Computer navigation skills
- Should be familiar with MS Office
- Possesses necessary knowledge of business concepts to effectively perform the job
- Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.
- Commits to achieving specific objectives and takes ownership for accomplishing them.
- Responsible for handling high volumes of transactions.
- Effectively balances quality, timeliness and productivity standards
- Self-discipline
- Result orientation
- Adaptability
- Listening and comprehension skills
- Questioning and Reasoning Skills
- Customer Service focus and telephone etiquette
- Ability to multi task, prioritize and manage daily work activities
Benefits
- English language proficiency
- Previous international Voice experience
- Good Computer navigation skills
- Should be familiar with MS Office
- Possesses necessary knowledge of business concepts to effectively perform the job
- Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.
- Commits to achieving specific objectives and takes ownership for accomplishing them.
- Responsible for handling high volumes of transactions.
- Effectively balances quality, timeliness and productivity standards
- Self-discipline
- Result orientation
- Adaptability
- Listening and comprehension skills
- Questioning and Reasoning Skills
- Customer Service focus and telephone etiquette
- Ability to multi task, prioritize and manage daily work activities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
computer navigationMS Officetransaction monitoringprocess improvement
Soft skills
decision makingownershipquality focustimelinessproductivityself-disciplineresult orientationadaptabilitylistening skillscustomer service