Senior Executive

16 hours ago

Romania EXL Full time 15,000 - 30,000 per year
Description

Drive process management rigor to ensure superior service delivery by meeting / exceeding accuracy and related SLAs

Responsibilities
  • 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.
Qualifications
  • Travel knowledge is mandate- Experience in travel Industry or diploma in travel is mandatory
  • GDS experience/knowledge required 

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