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Senior Manager

EXL IT service management

Location

Bangalore | India

Job description

Job Description

Position Title, Responsibility Level

Quality Excellence 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
PE Asst Managers, Lead Asst Managers, Sr. Manager, 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 : Sr. Manager / AVP - 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 Healthcare Insurance 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
Yellow Belt / Green Belt training for external candidates preferred
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 6 months 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

Job tags

Salary

Senior Manager

Job Description

Function

Permanent/ Temporary

Span of Control

Location

Basic Function

Essential Functions

Primary Internal Interactions

Primary External Interactions

Skills

Technical Skills

Education Requirements

Work Experience Requirements

GENERAL

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JobNob HQ Address

1 E Broad St
Ste 130 - 1252
Bethlehem, PA 18018-5934
United States

Senior Manager

Job Description

Function

Permanent/ Temporary

Span of Control

Location

Basic Function

Essential Functions

Primary Internal Interactions

Primary External Interactions

Skills

Technical Skills

Education Requirements

Work Experience Requirements

GENERAL

Home

About

Contact

Blog

MORE PAGES

Popular searches

Urban popular searches

Cities

Companies

LEGAL

Privacy policy

Terms of service

eAccessibility commitment

JobNob HQ Address

1 E Broad St Ste 130 - 1252 Bethlehem, PA 18018-5934 United States

1 E Broad St
Ste 130 - 1252
Bethlehem, PA 18018-5934
United States