Job Description

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)

About EXL

Choosing a digital partner is about more than capabilities — it’s about collaboration and character.

Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.

At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.

Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.

Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.

We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.

At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.

For more information, visit www.exlservice.com.

Industry

Consulting & Advisory

Company Size

10,000+ employees

Headquarters

New York, NY

Year Founded

Unknown

Website

exlservice.com

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