Job Description

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Admin Ops Quality Analyst
Position Title
Sr. Executive - Quality Compliance Analyst
Function, Responsibility Level
Quality & Process Excellence
Reports to
AM / Lead AM / Manager Quality & Process Excellence
Manager Name
Complexity Level
Location Pune
Permanent/ Temporary
Permanent
Basic Function
The QCA is responsible for monitoring calls/ transactions, reporting, and feedback to the agent.
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.
• 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.

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Primary Internal Interactions

• Trainers / SME
• PE Asst Managers, Lead Asst Managers, Sr. Manager, AVP, VP
• Ops AM, Lead AMs, Managers

Primary External Interactions

• Client, for the process quality interactions and calibrations

Organizational Relationships
Reports To: AM / Lead AM / Manager Quality & Process Excellence
Supervises : None
Skills
Technical Skills

• Basic knowledge of MS Office MS Excel, Power Point, Word Doc, Outlook

Process Specific Skills

• Understanding of QSD (Transaction Monitoring Methodology)
• Knowledge of B-PROMPT (preferred)
• Calibration on the audit parameters
• Quality Scores
• Minimum process specific skills defined for the associates in the process.

Soft skills (Minimum)

• Functional
• Demonstrates ability to perform tasks in a timely and accurate manner.
• Leadership
• Fosters a spirit of collaboration and teamwork.
• General
• Quantitative and qualitative ability
• Conformance to policies / compliances with auditing skills and eye for details
• Ability to coach and give feedback on an ongoing basis.
• Good written and verbal communication Skills.

Soft Skills (Desired)

• Ability to resolve conflicts constructively

Education Requirements
Graduate or Diploma holder with at least 15 years of education
Work Experience Requirements

• Minimum Eighteen months of work experience in a related field is required.
• Experience in BPO US P&C Insurance industry.
• Experience in BPO specifically in US P&C Claims