Senior Manager EXL/SM/1019918
3 weeks ago
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 calibrationsOrganizational 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) preferredProcess 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) preferableSoft skills (Desired)
Project management skills to drive improvement projects / initiatives Analytical skillsSoft 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 ReviewingLeadership
Fosters a spirit of collaboration and team work Ability to relentlessly pursuing excellenceGeneral
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 EXLAnnexure:
Acknowledgement (acknowledge that the information contained in this document is factual and complete)
___________________________________ ___________________________________________ ____________________________
Candidate Supervisor/Manager Date
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