Job Description

• Managing the monthly standard operating procedures identified in the Quality document. Some of these requirements include the call auditing process, feedback, call calibrations, reporting, representing the QE team’s contribution in weekly and monthly client calls
• Evaluate data, identify issues, provide improvement recommendations and own governance around performance improvement plans
• Review, document and publish quality processes
• Act as a key stakeholder in maintenance and update of associate-facing resource material
• Provide clear insight into performance drivers and the levers which impacts performance
• Liaise with Operations on coaching and areas of improvement
• Prepare reports and analysis, including relevant analyses verses prior periods and forecast and associated risk/ opportunities
• Learn and apply new tools, to help expand the scope beyond customer experience and improve product quality
• Drive improvement initiatives from conception through implementation
• Drive the development of robust quality improvement coaching and training process to drive continuous improvement
• Liaise with the team to learn, drive and implement best practices

• 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

• People management and leadership skills
• Reasonable level of business perspective regarding the internal functioning of the business
• Must understand audit trends and should be able to identify process gaps
• Should understand RCA for performance improvement
• Should know how to create dashboards and reports
• Should be able to handle escalations, disputes
• Should be able to drive calibration and publish variance report

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.