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