Manager - Quality Excellence

EXL; Pasay; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

EXL in the Philippines is seeking a Process Improvement/QA professional to drive rigor in process management and ensure service delivery meets accuracy SLAs. You will support client transformation initiatives, collaborate with EXL transformation, technology, and operations teams, and help implement best practices and benchmarking across the organization.

The role requires strong analytical skills, stakeholder management, and the ability to develop QA plans and provide SME support for improvement

Qualifications

• Minimum 3 years total work experience with at least 2 years of relevant in BPO / ITES industry

Responsibilities

• Drive process management rigor to meet accuracy and SLA targets.
• Support client transformation and QA programs across EXL teams.

Skills

Process improvement

Quality assurance

Client interaction

Job description

Job Description

The resource will drive process management rigor to ensure superior service delivery by meeting or exceeding accuracy and related SLAs. They will support the development of process improvement and innovation strategies for client businesses and assist client transformation teams, EXL transformation, technology, and operations teams in process improvements. Facilitating the sharing of best practices from within and outside the organization, implementing and driving performance benchmarking, and supporting business development through RFP and RFI responses from a quality perspective are key responsibilities.

Responsibilities

Active participation in client visits to showcase business case studies and ensuring the smooth setup and functioning of QA to meet business, internal, and certification requirements are essential. The resource will gather client requirements during due diligence and build QA plans, support migration teams for the implementation of new client processes, and ensure consistent delivery on QA programs. Extensive interaction with clients to understand and capture all requirements, assist in setting up SLAs, benchmark processes, baseline performance, and target setting, and provide SME support for all improvement projects are also part of the role.

Qualifications

Minimum 3 years of total work experience with at least 2 years of relevant in BPO / ITES industry