Deskripsi Pekerjaan
Join EXL Services as an Assistant Manager – Quality Excellence and drive our commitment to operational excellence. In this critical role, you will oversee the incubation of Quality Control Analysts (QCAs) across key business processes, ensuring seamless onboarding and skill development. Your expertise will guarantee that all quality deliverables—including evaluations, performance reports, and feedback mechanisms—are consistently met with precision and timeliness. You'll implement robust quality assurance frameworks, analyze process inefficiencies, and lead continuous improvement initiatives to elevate service standards.
Collaborate with cross-functional teams to identify quality gaps, develop corrective action plans, and mentor staff on best practices. Prepare comprehensive performance reports for stakeholders, ensuring alignment with organizational KPIs. This position offers the opportunity to shape quality culture within a dynamic BPO environment, where your leadership directly impacts customer satisfaction and operational efficiency.
Tanggung Jawab
- Oversee incubation and training of Quality Control Analysts in assigned processes
- Ensure timely delivery of QC deliverables including evaluations, reports, and feedback
- Implement and maintain quality assurance standards across operational workflows
- Analyze quality metrics to identify trends and implement corrective actions
- Lead continuous improvement initiatives for quality enhancement
- Prepare and present quality performance reports to senior management
- Mentor team members on quality excellence methodologies and compliance
- Collaborate with stakeholders to align quality processes with business objectives
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field
- Minimum 3 years experience in quality assurance or operational excellence
- Strong analytical skills with proficiency in data interpretation
- Proven leadership experience in call center/BPO environment
- Expertise in quality control frameworks and compliance standards
- Advanced proficiency in reporting tools (Excel, BI platforms)
- Excellent communication and stakeholder management abilities
- Experience developing and implementing quality improvement programs