Quality Analyst - senior executive-business process & service excellence -quality excellenceEXL Service

Job Description:Providing event-based and frequency-based feedback. Collecting and analyzing trends and patterns. Assisting Ops-AM in identifying training needs for the agents and process level issues that can help improve performance. Participating in team huddles and providing brief on Quality performance in the process. Brief new agents joining the process and explain how the quality functions operates in the process. Co-ordinate all process improvement initiatives.Responsibilities:
High level computer proficiency including:
Good computer navigation skills and PC skills
Strong Excel, with knowledge of other Microsoft Office Suite
Email writing skills
Preferably good typing speed and accurate system updating
Phone call/master handling skills
Keyboarding skills ( at least 30 wpm)
Knowledge about US Life Insurance processes
Flexibility to work in various shifts
Knowledge about US culture
Knowledge on quality procedures
Create a high performing culture; planning, organizing and prioritizing all work activities to achieve department and team goals and objectives
Attention to details
Adaptable and flexible
Active listening skills
Self-discipline
Learning and decision making
Listening, patience and action oriented
Team mentoring, engagement and coaching skills
Clear writing and verbal communication
Demonstrated problem solving skills and the ability to do multi-tasking
Excellent Communication Skills
Strong customer service focus
Ability to empathize with the customer
Prioritizing customer needs
Good problem solving , reasoning and analytical skills
Negotiation and influencing skills
Ability to deliver messages/responses in a clear and concise manner
About Us:EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world's leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit .EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL's Human Resources team, as well as our hiring managers.
EXL Service

Philippines
Permanent
Full-time