Quality Manager overseeing quality assurance and compliance for resilience training programs across London. Collaborating with internal teams and external clients including emergency services.
About the role
- Assistant Manager overseeing quality assurance processes at EXL. Collaborating on resolving quality issues and improving overall operational efficiency as part of the quality team.
Responsibilities
- The role involves collaborating closely with QAs and the management to resolve quality issues
- CSAT/NPS/FCR Analysis
- Coach QAs and implement corrective and preventive actions
- Participate in audits when necessary
- Document quality metrics and support the development of quality improvement initiatives
Requirements
- Demonstrate strong leadership skills by guiding, motivating, and developing quality team
- Monitor and inspect audit processes to ensure compliance with quality standards and specifications
- Analyze quality data and metrics to identify trends and areas of improvements
- Conduct coaching sessions for the quality team
- Collaborate with different stakeholders and clients
- Perform internal audits (Q4Q) to check the accuracy of the team
- People-oriented approach, fostering team work and open communication
- Strong attention to details and analytical skills
- Basic knowledge in Microsoft excel
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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