EXL

Quality Excellence Manager

EXL

full-time

Posted on:

Location Type: Office

Location: Noida • India

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About the role

  • 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

Requirements

  • Graduation must
  • Excellent communication skills
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
quality governance frameworkquality audit strategysampling methodologyscoring frameworksdata governanceSix SigmaLean methodologiesquality training frameworksbusiness insightscorrective action plans
Soft Skills
excellent communication skillscoachingmentoringstakeholder influenceperformance managementcontinuous improvementteam leadershipcustomer-centricityproblem-solvingcollaboration