About the role
Provide constructive feedback to associates based on monitoring outcomes to enhance performance and compliance. Prepare and deliver accurate and timely transaction monitoring reports to relevant stakeholders. Analyze quality performance data continuously and recommend actionable improvements at both the associate and process levels. Provide root causes of errors, compliant/escalations and maintain an analysis log based on audit data and feedback loop. ; Update performance tracking tools (e.g., Prompt) to ensure timely and accurate reporting of Service Level Agreements (SLAs). Participate regularly in calibration exercises to maintain consistency and accuracy in quality measurement. Collaborate closely with Trainers, Subject Matter Experts (SMEs), and Operations teams to facilitate team huddles and knowledge sharing sessions. Perform transaction processing activities adhering strictly to defined policies and procedures. Coordinate and support process improvement initiatives to optimize workflows and quality outcomes. Understand and actively participate in baseline activities to maintain operational standards.Travel knowledge mandatory