Assistant Manager overseeing quality assurance processes at EXL. Collaborating on resolving quality issues and improving overall operational efficiency as part of the quality team.
Responsibilities
The role involves collaborating closely with QAs and the management to resolve quality issues
CSAT/NPS/FCR Analysis
Coach QAs and implement corrective and preventive actions
Participate in audits when necessary
Document quality metrics and support the development of quality improvement initiatives
Requirements
Demonstrate strong leadership skills by guiding, motivating, and developing quality team
Monitor and inspect audit processes to ensure compliance with quality standards and specifications
Analyze quality data and metrics to identify trends and areas of improvements
Conduct coaching sessions for the quality team
Collaborate with different stakeholders and clients
Perform internal audits (Q4Q) to check the accuracy of the team
People-oriented approach, fostering team work and open communication
Strong attention to details and analytical skills
Basic knowledge in Microsoft excel
Job title
Assistant Manager – Quality Excellence, Quality Process
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