Noida Uttar Pradesh Chat support executive exl Jobs – 2 Open Jobs Today

Manager - Quality Excellence - Utility
EXL Service —Noida, Uttar Pradesh
- Full-time
- Management
- Leadership
3780084-Assistant Manager
EXL Service —Noida, Uttar Pradesh
- Full-time
- Windows
- Java
- Analysis skills

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3780084-Assistant Manager
EXL Service —Noida, Uttar Pradesh
Great experience working in Data & Analytics Demonstrates initiative, a self-starter with analytical skills, attention to detail, problem-solving and decision-…

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Manager - Quality Excellence - Utility

EXL Service -
Noida, Uttar Pradesh

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Job details

Full-time

Qualifications

Knowledge management
Management
Leadership

Full job description

Job Description: Managing the monthly standard operating procedures identified in the Quality document. Some of these requirements include the call auditing process, feedback, call calibrations, reporting, representing the QE team’s contribution in weekly and monthly client calls
Evaluate data, identify issues, provide improvement recommendations and own governance around performance improvement plans
Review, document and publish quality processes
Act as a key stakeholder in maintenance and update of associate-facing resource material
Provide clear insight into performance drivers and the levers which impacts performance
Liaise with Operations on coaching and areas of improvement
Prepare reports and analysis, including relevant analyses verses prior periods and forecast and associated risk/ opportunities
Learn and apply new tools, to help expand the scope beyond customer experience and improve product quality
Drive improvement initiatives from conception through implementation
Drive the development of robust quality improvement coaching and training process to drive continuous improvement
Liaise with the team to learn, drive and implement best practices

Responsibilities: Define and implement the quality governance framework across processes and business units
Lead quality audit strategy, sampling methodology, and scoring frameworks
Oversee quality audits for calls, emails, chats, and case handling across teams
Ensure compliance with client, regulatory, and internal quality standards and policies
Publish executive-level quality dashboards, reports, and business insights
Analyze quality trends, identify systemic gaps, and drive corrective action plans
Partner with Operations, Training, WFM, and Process Excellence teams to improve performance
Lead onshore and offshore calibration sessions to align scoring standards
Manage and develop the Quality Excellence team, including Assistant Managers and Analysts
Set performance goals, conduct reviews, and provide coaching and mentoring
Drive continuous improvement initiatives using Six Sigma/Lean methodologies (if applicable)
Handle escalations and quality disputes with internal teams and clients
Present quality performance and strategic recommendations to senior leadership
Ensure data governance, audit documentation, and SOPs are maintained and updated
Support client governance forums, audits, and certification requirements
Monitor and mitigate operational and compliance risks related to quality
Develop and implement quality training frameworks and knowledge management
Influence stakeholder decisions using data-driven insights and business storytelling
Manage multiple initiatives and priorities under tight timelines and business pressure
Foster a culture of quality, accountability, and customer-centricity across teams

Qualifications: People management and leadership skills
Reasonable level of business perspective regarding the internal functioning of the business
Must understand audit trends and should be able to identify process gaps
Should understand RCA for performance improvement
Should know how to create dashboards and reports
Should be able to handle escalations, disputes
Should be able to drive calibration and publish variance report

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Manager - Quality Excellence - Utility

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