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Quality Analyst - Senior Executive at EXL Talent Acquisition Team

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

06 May, 26

Salary

0.0

Posted On

05 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Monitoring, Feedback Provision, Training Needs Identification, Performance Improvement, Team Collaboration, Process Improvement, Calibration Exercises, Process Workflow Adherence

Industry

Business Consulting and Services

Description

Essential Functions: 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 Primary Internal Interactions: Operations Team: Assistant Manager, Lead Assistant Manager, Manager Quality Team: Assistant Manager, Lead Assistant Manager, Manager Operations frontline staff

Responsibilities

The Quality Analyst will monitor transactions according to process guidelines and provide feedback to improve performance. They will also assist in identifying training needs and lead calibration exercises to ensure consistent adherence to process workflows.