Assistant Manager

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.

Responsibilities: 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)

Qualifications: 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)