Senior Executive-Business Process & Service Excellence -Quality Excellence

Essential Functions: 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.