Manage a team of Quality representatives and drive overall performance for his/her team. Responsible for supervisory support through transaction monitoring and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance. Steer process meetings / calls to a logical conclusion. Analyze data and come up with recommendable action to meet and exceed performance requirement. Recommend necessary process changes to improve team performance. Collaborate with support and enabling teams to ensure service delivery that will benefit the program. Collaborate and maintain excellent relationship with the clients.
Responsibilities
- Manage a team of executives and be directly responsible for team performance. Lead, motivate and mentor the team and flawlessly execute action plans to ensure the highest level of performance delivery with standard quality is met
- Conduct one-on-one reviews/coaching, feedback, and counseling with the executives on techniques and methodologies, communication, and strategies to meet and exceed performance goals
- Maintain quality standards and deliver on accuracy/compliance targets, handle and manage customer and client escalations
- Monitor transactions on an ongoing basis and take corrective steps whenever necessary
- Identify opportunities to improve agent performance and create actionable plans that drive results
- Work cross-functionally with other departments within the client organization to identify obstacles in quality and streamline processes wherever possible
- Keep the team aware of all the information related to products, procedures, customer needs and company related issues, changes or actions.
- Provide support to the Operations Leader on special duties and other duties as assigned/delegated.
- Coordinate available resources and monitor workflow to ensure that the daily workload is consistently completed in line with agreed service standards.
- Liaise with internal and external customers with a wide range of information regarding issues, complaints and requests for information or advice.
- Keep senior management informed on reports/results and forecasts
- Assist new hires and ensure that they are brought up to speed within the shortest possible time
- Provide complete support (Administrative, process specific etc.) to the team members to perform their duties effectively
- Ensure employee satisfaction, foster a competitive spirit amongst the team
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Effectively manage queue and balancing of work loads
- Handle customer queries across channels (phone, email, chat) and take appropriate action (e.g. Resolving loan exceptions, discrepancies, collecting necessary documents) to complete resolution and customer satisfaction
Qualifications
Education Requirements
Graduation (in any stream) or diploma
Work Experience Requirements
- Minimum of 4 to 5 years of Customer service experience in Business Process Off-shoring with 2 yrs of supervisory experience
- Knowledge of Mortgage/HELOC documentation
- Familiarity with income documents (pay stab, W2s, 1099) for loan completeness
- Knowledge of Deed and its role in HELOC loans
- Educate applicants on loan application process, guiding them through required steps and documentation
- Verification of customer, third party authorization etc.
- Must possess strong decision making and accountability skills
- Knowledgeable of best practices within a service-oriented sales environment
- Strong training and presentation skills
Skills Required
- Graduation or diploma
- Minimum 4 to 5 years customer service experience in BPO with 2 years supervisory experience
- Knowledge of Mortgage/HELOC documentation
- Familiarity with income documents (pay stubs, W-2s, 1099) for loan completeness
- Knowledge of Deed and its role in HELOC loans
- Ability to educate applicants on loan application process and required documentation
- Experience verifying customer identity and third-party authorizations
- Strong decision-making and accountability skills
- Knowledge of best practices in a service-oriented sales environment
- Strong training and presentation skills
- Ability to handle customer queries across phone, email, and chat and resolve issues
- Ensure compliance with internal policies, external regulations, and information security standards
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
