Senior Quality Assurance Manager

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

The Sr Quality Excellence Manager is responsible for leading and driving the Quality & Excellence framework across operations. This role ensures delivery of high-quality customer interactions, compliance with regulatory standards, and alignment with client expectations. The manager will oversee quality audits, insights generation, coaching governance, and process improvement initiatives that enable people development, operational efficiency, and enhanced customer experience.

Key Responsibilities

1. Quality Governance and Performance Management

• Lead and manage the Quality team (Supervisors, Analysts, and Intern QAs) to ensure accurate, consistent, and timely evaluations.
• Oversee audit performance, calibration sessions, and compliance reviews aligned with internal and client standards.
• Monitor quality metrics (Compliance, NPS, AHT, Transfer, Error Rate, Empower Audits, etc.) and develop action plans to address trends and root causes.
• Drive governance on Zero Tolerance and Compliance reports with strong collaboration between Quality and Operations.
• Ensure audit accuracy and adherence to turnaround times (TAT).

2. People Development and Leadership

• Mentor and coach Quality Supervisors and Analysts to enhance analytical, coaching, and leadership skills.
• Foster a culture of feedback, recognition, and continuous learning through Quality Academies and capability-building programs.
• Manage succession planning and readiness of Quality talent within the team.
• Conduct 1:1s, performance discussions, and manage engagement within the Quality organization.

3. Insights and Analytics

• Translate audit findings and Voice of Customer (VoC) insights into actionable recommendations.
• Partner with Operations and Training to design performance interventions and behavioral coaching strategies.
• Support the generation of reports and dashboards (Power BI, Tracker-based, etc.) to provide visibility on trends, risks, and progress.
• Present regular Quality performance read-outs to leadership and clients.

4. Process Improvement and Transformation

• Lead and support initiatives under the Quality Transformation and reACT (Review, Assess, Create, Transform) programs.
• Identify process gaps, inefficiencies, and automation opportunities using data-driven analysis.
• Collaborate with Process Excellence, Training, and Workforce teams to improve end-to-end customer journeys and compliance processes.
• Champion continuous improvement through projects like AIM (Identify, Improve, Innovate, Manage) and IRIIS reduction initiatives.

5. Client and Stakeholder Management

• Serve as a key liaison between Quality, Operations, and Client stakeholders.
• Participate in client reviews, calibration sessions, and business discussions to align quality direction and improvement initiatives.
• Provide data-supported insights and recommendations to clients and senior management.

Qualifications & Experience

• Bachelor’s degree in business, Management, or related field.
• Minimum 5 years of experience in Quality or Operations within a BPO or Financial Services environment.
• At least 2 years in a supervisory or managerial capacity leading a Quality or Performance team.
• Strong understanding of compliance, audit methodologies, and customer experience metrics.
• Experience in stakeholder management, data analysis, and presentation to leadership and clients.
• Familiarity with process improvement frameworks (Lean, Six Sigma, ISO) preferred.