Quality Team Lead

EXL Service Philippines, Inc.; Cebu City; Presencial; PHP 400.000 - 700.000; Jornada completa

Descripción de la vacante

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.

Formación

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

Responsabilidades

• 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.

Conocimientos

Quality leadership

Data analysis

RCA (Root Cause Analysis)

Process improvement

Educación

Bachelor's degree

Descripción del empleo

We are seeking a highly organized and goal-oriented Assistant Manager for Quality Excellence to join our team. The ideal candidate will play a crucial role in optimizing data management and analysis, RCA and process information flow within the organization, ensuring accuracy, efficiency, timely reporting and process improvement.

Basic Functions:

• Manage and lead process transactions workflows and procedures to ensure client standards are met as well as process improvement opportunities are identified
• Work closely with Trainer/SME and Operations team to streamline process workflows and procedures
• Manage, monitor and provide RCA, insights, findings and recommendations on SLA audits, FCR, Fraud Review, Complaints and CSAT performance to reduce defects, rework
• Lead internal and external audits, manage audit findings and closures
• Lead internal and external business reviews
• Create quality frameworks and process improvement plan, procedures, work instructions and records
• Manage and support cross-functional and cross-geo improvement projects

Qualification:

At least 1-3 years of Quality Supervisor/Team Lead experience.

At least 2 years completed in college with no back subjects.