Job Description

The Quality Manager – Voice Process is responsible for leading quality assurance, compliance, and performance improvement across voice programs. The role ensures audit accuracy, actionable insights, and effective coaching to drive customer experience and operational excellence while partnering with Operations to deliver client KPIs.

Key Responsibilities

1. Quality Strategy & Governance
   • Develop, implement, and maintain quality frameworks, standards, and guidelines for voice operations.
   • Ensure compliance with internal policies, client requirements, and regulatory standards.
   • Monitor and improve audit processes to ensure accuracy and consistency.
2. Performance Monitoring & Reporting
   • Track, analyze, and report on agent performance, process adherence, and quality trends.
   • Identify performance gaps and provide actionable insights to Operations and Training teams.
   • Prepare dashboards and reports for leadership to inform decision-making.
3. Coaching & Development
   • Partner with team leads and trainers to provide effective coaching, feedback, and skill development for agents.
   • Facilitate training interventions based on audit results and performance insights.
4. Continuous Improvement & Root Cause Analysis
   • Conduct deep-dive analysis of quality issues and identify root causes.
   • Drive initiatives to enhance process efficiency, reduce errors, and improve customer experience.
   • Recommend and implement best practices across teams.
5. Collaboration & Stakeholder Management
   • Work closely with Operations, Training, and other internal teams to align quality initiatives with business objectives.
   • Act as a key point of contact for client quality expectations and requirements.
6. Culture & Team Leadership
   • Promote a culture of quality, accountability, and continuous learning within the voice teams.
   • Support team motivation, engagement, and recognition programs to reinforce high performance.

Education & Experience:

• Bachelor’s degree
• Minimum of 3 years experience in quality management, call center operations, or voice process management.
• Prior experience in auditing, coaching, or performance improvement is preferred.

Skills & Competencies:

• Strong knowledge of quality frameworks, KPIs, and call center best practices.
• Excellent analytical, problem-solving, and decision-making skills.
• Proficient in quality monitoring tools, dashboards, and reporting software.
• Strong communication and interpersonal skills for effective collaboration and coaching.
• Ability to lead cross-functional initiatives and drive continuous improvement.
• Detail-oriented with a focus on compliance, accuracy, and operational excellence.

Additional (Optional, for internal growth focus):

• Demonstrated ability to mentor and develop team members.
• Familiarity with client-specific requirements or healthcare/BPO voice processes is a plus.

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 www.exlservice.com 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.