Manager - Quality Excellence

The resource will drive process management rigor to ensure superior service delivery by meeting or exceeding accuracy and related SLAs. They will support the development of process improvement and innovation strategies for client businesses and assist client transformation teams, EXL transformation, technology, and operations teams in process improvements. Facilitating the sharing of best practices from within and outside the organization, implementing and driving performance benchmarking, and supporting business development through RFP and RFI responses from a quality perspective are key responsibilities.

Responsibilities

Active participation in client visits to showcase business case studies and ensuring the smooth setup and functioning of QA to meet business, internal, and certification requirements are essential. The resource will gather client requirements during due diligence and build QA plans, support migration teams for the implementation of new client processes, and ensure consistent delivery on QA programs. Extensive interaction with clients to understand and capture all requirements, assist in setting up SLAs, benchmark processes, baseline performance, and target setting, and provide SME support for all improvement projects are also part of the role.

Qualifications

Minimum 3 years of total work experience with at least 2 years of relevant in BPO / ITES industry