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About EXL Service Philippines, Inc.

EXL Service Philippines, Inc. (Nasdaq:EXLS) is a recognized business solutions provider. EXL's service offerings are aligned to provide a competitive edge to its clients by transforming and outsourcing business processes. While outsourcing involves providing a full spectrum of business process services from offshore delivery centres that require ongoing process management skills, transformation services enable continuous improvement of client processes by bringing together EXL's capabilities in reengineering including six sigma process improvement, research & analytics, and risk advisory services.

Quality and Compliance Manager

Compliance and quality control management

Cebu City
Managerial
Category : BPO / Call Center Salary : Experience(s) : 5 Year

Basic Function:

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 and assisting in driving incremental improvements.

Essential Functions:

  • Set up of QC for new process / clients requiring extensive interaction with clients to understand and capture all requirements
  • Closely work with operations team and clients to continuously benchmark processes, baseline performance and target setting
  • Incubation of QC in all new processes.
  • Perform ongoing reviews to ensure compliance to QSD to all certification and internal / client requirements
  • Facilitate and identify potential areas for improvement and actively participate in improvement initiatives and drive incremental improvements through AIM
  • Ensure the effective running and updating of the PROMPT system and accurate rating of process performance vis-à-vis SLA targets
  • Coordinate with the Black Belts and Process owners to ensure improvement exercises (Six Sigma Projects, AIM, etc) continue to happen in the processes.
  • Train / mentor AMs and QCAs and operations teams on quality tools and concepts

Primary Internal Interactions:

– QCA’s
– PE Asst Managers, Lead Asst Managers, Sr. Manager, AVP, VP
– Ops AM, Lead AMs, Managers, Sr. Manager, AVP, VP
– Migrations Managers, AVP

Primary External Interactions:

– Client, for the process quality interactions and calibrations

Organizational Relationships:

– Reports To : Sr. Manager / AVP – Quality & Process Excellence
– Supervises : QCAs, AMs, Lead AMs

Skills:

Technical Skills :
– Excellent working knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook
– Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred

Process Specific Skills
– Preferably knowledge of industry domain being aligned to (example, Insurance, Banking, etc)
– Basic six sigma knowledge
– GB Training preferred
– Knowledge of quality systems (ISO, COPC) preferable

Soft skills (Desired)
– Project management skills to drive improvement projects / initiatives
– Strong Analytical skills

Soft Skills (Minimum)

Functional
– Operational planning and process management to effectively plan, prioritize and execute everyday QC operations
– Knowledge of quality assurance, process improvements, domain, etc
– Monitoring and Reviewing

Leadership
– Fosters a spirit of collaboration and team work
– Ability to relentlessly pursuing 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:
– Graduate in any stream
– Yellow Belt / Green Belt training for external candidates preferred
– Exposure to quality systems (ISO, COPC, etc) preferred

Work Experience Requirements:

– Minimum 5 years of total work experience with at least 2 years of relevant in BPO / ITES industry
– Minimum 1 year in the current role/assignment
– Minimum of 1 year of experience as a QCA/CEA

Ways to Apply :

Walk in and Apply at our Recruitment Office – 10th Floor 2Quad Building, Cardinal Rosales Avenue cor. Sumilon Rd., Cebu Business Park, Cebu City; Monday to Friday, from 9 AM to 7 PM

Email your Resume / CV to: krystelle.dupa@exlservice.com

For more information about EXL Service Philippines, Inc., visit website at : www.exlservice.com

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