Senior Manager EXL/SM/1019918

3 weeks ago


noida, India exl Full time

Job Description

Position Title, Responsibility Level

Quality Excellence Sr. Manager

Function

Quality Excellence

Reports to 

AVP – Quality Excellence

Permanent/ Temporary

Permanent

Span of Control

15-20 QCAs / => 4 AMs or Lead AMs

Location 

All applicable EXL Service Delivery Centers

Basic Function

The QC Manager is responsible for ensuring smooth functioning of Quality Compliance function in client processes while ensuring that internal and client compliance requirements are met and assisting in driving incremental improvements.

Essential Functions

Set up of QC for new process / clients requiring extensive interaction with clients to understand and capture all requirements Closely work with operations team and clients to continuously benchmark processes, baseline performance and target setting Incubation of Quality Program in Healthcare South Africa processes. Perform ongoing reviews to ensure compliance to QSD to all certification and internal / client requirements Facilitate and identify potential areas for improvement and actively participate in improvement initiatives and drive incremental improvements through AIM Ensure the effective running and accurate data of process performance aligned with SLA targets Coordinate with the Black Belts and Process owners to ensure improvement exercises (Six Sigma Projects, AIM, etc) continue to happen in the processes. Train / mentor AMs and QCAs and operations teams on quality tools and concepts Responsible for working closely with clients and operations team to carry out process improvement activities and facilitate best practice sharing and driving standardization. 

Primary Internal Interactions

QCA’s  QE Asst Managers, Lead Asst Managers, AVP, VP Ops AM, Lead AMs, Managers, Sr. Manager, AVP, VP Functional Managers, AVP (Migrations, Digital etc)

Primary External Interactions

Client, for the process quality interactions and calibrations

Organizational Relationships

Reports To : AVP/VP – Quality Excellence

Supervises :  QCAs, AMs, Lead AMs

Skills

Technical Skills

Excellent working knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook Trained / Certified Lean Six Sigma Green Belt from a reputed organization with 5-7 years of experience Excellent working knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook Process Mapping/Value Stream Mapping Knowledge of calls recording system and its usage (NICE, Verint, etc) preferred

Process Specific Skills

Strong Knowledge of Utilities industry domain Vast experience in Voice Customer Service Process driving Quality Enhancement and NPS/CSAT Improvement Knowledge of quality systems (ISO, COPC) preferable

Soft skills (Desired)

Project management skills to drive improvement projects / initiatives Analytical skills

Soft Skills (Minimum)

Functional

Leads engagements at vertical / program / client level Understands business requirements and provides appropriate solutions to benefit the business Has the ability to identify superior improvement opportunities Knowledge of quality assurance, process improvements, domain, etc  Monitoring and Reviewing

Leadership

Fosters a spirit of collaboration and team work Ability to relentlessly pursuing excellence

General

Conformance to policies / compliances with auditing skills and eye for details Ability to coach and give feedback on an ongoing basis. Interviewing skills  Strong written and verbal communication Skills. Problem solving skills Ability to resolve conflicts constructively and lead in a continually challenging environment

Education Requirements

Graduate in any stream Green Belt certified for external candidate Exposure to quality systems (ISO, COPC, etc) preferred

Work Experience Requirements

Minimum 5 years of total work experience with at least 2 years of relevant in BPO / ITES industry Minimum 1 year in the current role/assignment Minimum of 1 year of experience as a QCA/ outside EXL 

Annexure: 

Acknowledgement  (acknowledge that the information contained in this document is factual and complete)

___________________________________ ___________________________________________ ____________________________

 Candidate Supervisor/Manager Date



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