Quality Excellence Lead: Governance & Transformation

EXL Service Philippines, Inc.; Philippines; On-site; PHP 1,674,000 - 2,567,000; Full time

Job summary

EXL Service Philippines, Inc. in the Philippines seeks a Sr Quality Excellence Manager to lead the Quality & Excellence framework across operations, ensuring high-quality customer interactions and regulatory compliance.

You will coach supervisors, drive governance, and deliver insights through dashboards (Power BI) to improve performance and customer experience.

The role partners with Operations and clients to transform processes and foster a culture of continuous improvement.

Qualifications

• Bachelor’s degree in business, management, or related field.
• Minimum 5 years in Quality or Operations within a BPO or Financial Services.
• At least 2 years in a supervisory or managerial capacity.
• Strong understanding of compliance, audit methodologies, and customer experience metrics.
• Experience with stakeholder management, data analysis, and leadership presentation.

Responsibilities

• Lead and manage the Quality team to ensure accurate, consistent evaluations.
• Oversee audits, calibration, and compliance reviews with client standards.
• Translate insights into action and present to leadership and clients.
• Drive process improvement and transformation across governance and analytics programs.
• Serve as liaison between Quality, Operations and client stakeholders.

Skills

Quality management

Operations leadership

Stakeholder management

Data analysis

Performance coaching

Education

Bachelor's degree in business/related field

Tools

Power BI

Excel

Job description

EXL Service Philippines, Inc. in the Philippines seeks a Sr Quality Excellence Manager to lead the Quality & Excellence framework across operations, ensuring high-quality customer interactions and regulatory compliance.

You will coach supervisors, drive governance, and deliver insights through dashboards (Power BI) to improve performance and customer experience.

The role partners with Operations and clients to transform processes and foster a culture of continuous improvement.