Assistant Manager

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.

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)

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)