Quality Analyst | Insurance | EXL Pasay

Basic Function

The Quality Compliance Analyst monitors process transactions to ensure client standards are met as well as process improvement opportunities identified

Essential Functions

Monitoring of transactions as per process guidelinesProviding event-based and frequency-based feedbackAssisting Ops-AMs in identifying training needs for the agents and process level issues that can help improve performanceParticipating in team huddles and providing brief on Quality performance in the processBrief new agents joining the process and explain how the quality function operates in the processCo-ordinate all process improvement initiatives

Required Skills

Technical Skills

Knowledge of quality assurance, process improvements, domain, etcMonitoring and Reviewing

Process Specific Skills

If possible knowledge of industry domain being aligned to (example, Insurance, Banking, etc)Excellent working knowledge of MS Office – MS Excel, Power Point, Word Doc

Soft Skills (Minimum)

Good communication skillsGood analytical skillsSelf-initiated zeal for continuous improvementFosters a spirit of collaboration and team work

General

Conformance to policies / compliances with auditing skills and eye for detailsAbility to coach and give feedback on an ongoing basis.Problem solving skillsStrong written and verbal communication Skills.Ability to resolve conflicts constructively and lead in a continually challenging environment

Education Requirements

Graduate in any stream

Work Experience Requirements

1 year in Quality Compliance or Quality Assurance