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Assistant Manager Quality Assurance Lead

1 week ago

Cebu City, Central Visayas, Philippines EXL Service Philippines, Inc. Full time
About the Role

At EXL Service Philippines, Inc., we're seeking an accomplished Quality Assurance Lead Assistant Manager to take charge of our Quality Assurance department.

  • Responsibilities:
  • Supervise the deployment of QCAs in assigned processes and guarantee their successful implementation.
  • Partner with the Operations and Migrations Team to develop a comprehensive Quality Compliance function for business processes.
  • Prepare and submit reports on internal ratings and quality performance metrics in a timely manner.
  • Facilitate regular Gage R&R/calibrations sessions with clients to ensure continued compliance.
  • Regularly assess and improve QC procedures to guarantee alignment with QSD.
  • Promote adherence to internal standards and third-party certification standards by working closely with Operations to resolve audit findings.
  • Foster collaboration with the Customer Experience team to boost C-Sat and soft skills.
  • Engage with GB/BB to identify areas for improvement and participate in improvement projects and initiatives like AIM.
  • Train and mentor QCAs on quality tools and concepts.
Required Skills and Qualifications
  • Proven experience in Insurance.
  • Familiarity with QA tools is highly valued.
  • Excellent RCA skills are required.