About this role
The Quality Excellence Assistant Manager is responsible for ensuring smooth functioning of Quality Compliance, driving compliance and process improvement initiatives in the allocated business processes.
Essential Functions
• Ensure timely incubation of QCAs in allocated processes and ensuring that QC deliverables (monitoring, feedback, production, reporting) targets are met • Assist in set up of Quality Compliance function for business processes in coordination with Operations and/or Migrations Team • Timely and accurate reporting of the internal rating on the SLA parameters; timely and accurate reporting of quality performance • Conduct regular Gage R & R / calibrations sessions internally and/or with clients • Perform ongoing reviews to ensure compliance to QSD and facilitate in changes in QC procedures • Drive compliance in business processes to internal standards and third-party certification standards by providing support to Operations in closure of audit findings • Work closely with Customer Experience team to drive improvement in C-Sat and soft skills. • Actively work with GB / BB to identify improvement areas and/or in improvement projects and initiatives like AIM • Train / mentor QCAs on quality tools and concepts (eg., QC Induction program)
Skills
Technical Skills
• Operational planning and process management to effectively plan, prioritize and execute everyday QC operations • Knowledge of quality assurance, process improvements, domain, etc. • Monitoring and Reviewing
Process Specific Skills
• Preferably knowledge of industry domain being aligned to (example, Insurance, Banking, etc) • Basic six sigma knowledge • Excellent working knowledge of MS Office – MS Excel, Power Point, Word Doc
Soft skills (Desired)
• Project management skills to drive improvement projects / initiatives
Soft Skills (Minimum) Leadership
• Fosters a spirit of collaboration and teamwork
General
• Conformance to policies / compliances with auditing skills and eye for details • Ability to coach and give feedback on an ongoing basis. • Problem solving skills • Strong written and verbal communication Skills. • Ability to resolve conflicts constructively and lead in a continually challenging environment
Education Requirements
• Graduate in any stream, preferably Insurance related • QC Certification training (internal at EXL)