Lead Quality Assurance and Compliance Expert

6 days ago


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

This role is responsible for leading the quality assurance team and ensuring that all business processes are compliant with internal standards and third-party certification requirements.

The successful candidate will have a strong background in quality assurance and process improvement, with experience in driving compliance and improving quality performance.

  • Main Responsibilities:
  • Lead the quality assurance team to ensure timely incubation of QCAs and meeting of QC deliverables targets
  • Assist in setting up quality compliance function for business processes in coordination with Operations and/or Migrations Team
  • Provide timely and accurate reporting of internal rating on SLA parameters and quality performance
  • Conduct regular Gage R & R / calibrations sessions internally and/or with clients
  • Perform ongoing reviews to ensure compliance to QSD and facilitate changes in QC procedures
  • Drive compliance in business processes to internal standards and third-party certification standards by providing support to Operations in closure of audit findings
  • Work closely with Customer Experience team to drive improvement in C-Sat and soft skills
  • Actively work with GB / BB to identify improvement areas and/or in improvement projects and initiatives like AIM
  • Train / mentor QCAs on quality tools and concepts (eg., QC Induction program)
Requirements
  • Must have experience in Insurance
  • Must be knowledgeable with QA tools
  • Must know how to do RCA


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