Manager - Quality Excellence - Utility

EXL Service View all jobs

Pune, Maharashtra
Permanent
Full-time

24 days ago

Job Category: Digital Operations - Quality ExcellenceJob Description:

Managing the monthly standard operating procedures identified in the Quality document. Some of these requirements include the call auditing process, feedback, call calibrations, reporting, representing the QE team's contribution in weekly and monthly client calls
Evaluate data, identify issues, provide improvement recommendations and own governance around performance improvement plans
Review, document and publish quality processes
Act as a key stakeholder in maintenance and update of associate-facing resource material
Provide clear insight into performance drivers and the levers which impacts performance
Liaise with Operations on coaching and areas of improvement
Prepare reports and analysis, including relevant analyses verses prior periods and forecast and associated risk/ opportunities
Learn and apply new tools, to help expand the scope beyond customer experience and improve product quality
Drive improvement initiatives from conception through implementation
Drive the development of robust quality improvement coaching and training process to drive continuous improvement
Liaise with the team to learn, drive and implement best practices

Responsibilities:

Define and implement the quality governance framework across processes and business units
Lead quality audit strategy, sampling methodology, and scoring frameworks
Oversee quality audits for calls, emails, chats, and case handling across teams
Ensure compliance with client, regulatory, and internal quality standards and policies
Publish executive-level quality dashboards, reports, and business insights
Analyze quality trends, identify systemic gaps, and drive corrective action plans
Partner with Operations, Training, WFM, and Process Excellence teams to improve performance
Lead onshore and offshore calibration sessions to align scoring standards
Manage and develop the Quality Excellence team, including Assistant Managers and Analysts
Set performance goals, conduct reviews, and provide coaching and mentoring
Drive continuous improvement initiatives using Six Sigma/Lean methodologies (if applicable)
Handle escalations and quality disputes with internal teams and clients
Present quality performance and strategic recommendations to senior leadership
Ensure data governance, audit documentation, and SOPs are maintained and updated
Support client governance forums, audits, and certification requirements
Monitor and mitigate operational and compliance risks related to quality
Develop and implement quality training frameworks and knowledge management
Influence stakeholder decisions using data-driven insights and business storytelling
Manage multiple initiatives and priorities under tight timelines and business pressure
Foster a culture of quality, accountability, and customer-centricity across teams

Qualifications:

People management and leadership skills
Reasonable level of business perspective regarding the internal functioning of the business
Must understand audit trends and should be able to identify process gaps
Should understand RCA for performance improvement
Should know how to create dashboards and reports
Should be able to handle escalations, disputes
Should be able to drive calibration and publish variance report

About Us:EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world's leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit .EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL's Human Resources team, as well as our hiring managers.About the Team: EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals.

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