Quality Assurance Manager at EXL South Africa

About the job

• The QC Manager is responsible for ensuring smooth functioning of Quality Compliance function in client processes while ensuring that internal and client compliance requirements are met. Additionally, assisting in driving incremental improvements.

Essential Functions:

• Responsible for designing new processes for QC functioning to meet client specific requirements; facilitate migrations to seamlessly set up Quality Compliance.
• Leads significant process improvement projects.
• Train / mentor personnel from other functions on quality tools and concepts and mentor AMs / GBs.
• Responsible for ensuring ongoing compliance to quality standards based on internal as well as client requirements.
• Responsible for working closely with clients and operations team to carry out process improvement activities and facilitate best practice sharing and driving standardization.
• Perform ongoing reviews to ensure compliance to QSD to all certification and internal / client requirements.

Skills:

Technical Skills:

• Trained / Certified Lean Six Sigma Green Belt from a reputed organization with 7-9 years of experience.
• Excellent working knowledge of MS Office, MS Excel, Power Point, Word Doc, Outlook.
• Process Mapping/Value Stream Mapping.
• Knowledge of calls recording system and its usage (NICE, Witness, etc.) preferred.

Process Specific Skills:

• Knowledge of quality systems (ISO, COPC) preferable.

Soft skills: (Desired)

• Project management skills to drive improvement projects / initiatives.
• Analytical skills.

Soft Skills: (Minimum)

Functional

• Leads engagements at vertical / program / client level.
• Understands business requirements and provides appropriate solutions to benefit the business.
• Has the ability to identify superior improvement opportunities.
• Knowledge of quality assurance, process improvements, domain, etc.
• Monitoring and reviewing.
• Leadership
• Fosters a spirit of collaboration and teamwork.
• Ability to relentlessly pursue excellence.

General

• Conformance to policies / compliances with auditing skills and eye for details.
• Ability to coach and give feedback on an ongoing basis.
• Interviewing skills.
• Strong written and verbal communication Skills.
• Problem solving skills.
• Ability to resolve conflicts constructively and lead in a continually challenging environment.

Education Requirements:

• Matric (Minimum) 
• Exposure to Quality Systems (ISO, COPC, etc.) preferred.

Work Experience Requirements

• Minimum 8 years of total work experience with at least 2 years of relevant experience within BPO Industry.
• Minimum 5 years in the current role as a Quality Assurance Manager.