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Job Description: 2 year experience with EXL Responsibilities: Monitoring of transactions as per process guidelines Providing event-based and frequency-based feedback Assisting Ops-AMs 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 function operates in the process Co-ordinate all process improvement initiatives Interacting with onshore counterparts and handling rebuttals Any reporting requirement within the process Any additional tasks assigned by QE AM/Manager Qualifications: Graduation