Quality Excellence Lead: Process Improvement & Audits

EXL Service Philippines, Inc.; Cebu City; On-site; PHP 400,000 - 700,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking an Assistant Manager for Quality Excellence to optimize data management, RCA, and process information flow within the organization, ensuring accuracy and timely reporting.

Ideal candidates will lead audits, drive process improvements, and collaborate with Trainers, SMEs, and Operations to meet client standards while identifying opportunities for efficiency and defect reduction.

Qualifications

• 1-3 years of Quality Supervisor/Team Lead experience.
• 2 years completed in college with no back subjects.

Responsibilities

• Manage and lead process transactions workflows to meet client standards and identify improvement opportunities.
• Collaborate with Trainer/SME and Operations to streamline workflows and procedures.
• Provide RCA, insights, findings and recommendations on SLA audits, FCR, Fraud Review, Complaints and CSAT performance to reduce defects and rework.
• Lead internal and external audits, manage audit findings and closures.
• Lead internal and external business reviews.
• Create quality frameworks and process improvement plans, procedures, work instructions and records.
• Manage and support cross-functional and cross-geo improvement projects.

Skills

Quality leadership

Data analysis

RCA (Root Cause Analysis)

Process improvement

Education

Bachelor's degree

Job description

EXL Service Philippines, Inc. is seeking an Assistant Manager for Quality Excellence to optimize data management, RCA, and process information flow within the organization, ensuring accuracy and timely reporting.

Ideal candidates will lead audits, drive process improvements, and collaborate with Trainers, SMEs, and Operations to meet client standards while identifying opportunities for efficiency and defect reduction.