EXL

Manager Quality Excellence

EXL  •  Pune, IN (Onsite)  •  2 months ago
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Job Description

Roles and 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

Roles and 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

Graduation must , Excellent communication skills

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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