We are seeking a highly organized and goal-oriented Assistant Manager for Quality Excellence to join our team. The ideal candidate will play a crucial role in optimizing data management and analysis, RCA and process information flow within the organization, ensuring accuracy, efficiency, timely reporting and process improvement.
Responsibilities
Basic Functions:
- Manage and lead process transactions workflows and procedures to ensure client standards are met as well as process improvement opportunities are identified
- Work closely with Trainer/SME and Operations team to streamline process workflows and procedures
- Manage, monitor and provide RCA, insights, findings and recommendations on SLA audits, FCR, Fraud Review, Complaints and CSAT performance to reduce defects, rework
- Lead internal and external audits, manage audit findings and closures
- Lead internal and external business reviews
- Create quality frameworks and process improvement plan, procedures, work instructions and records
- Manage and support cross-functional and cross-geo improvement projects
Other functions:
Data Analysis and Reporting:
Analyze and interpret complex data sets to provide insightful reports for management.
Generate regular and ad-hoc reports as per organizational requirements.
Ensure data accuracy and integrity in all reports.
Database Management:
Maintain and update databases, ensuring data consistency and completeness.
Regularly review and cleanse databases to eliminate errors and discrepancies.
Process Improvement:
Identify opportunities for process improvement in data collection, analysis, and reporting.
Implement changes to enhance efficiency and effectiveness of MIS operations.
Communication:
Liaise with cross-functional teams to gather data requirements and ensure alignment with organizational goals.
Communicate MIS findings and insights clearly to both technical and non-technical stakeholders.
Training and Support:
Provide training and support to end-users on MIS tools and systems.
Address user queries and ensure a smooth user experience.
QualificationsEligibility
- No Attendance issues for 6 months (97% Reliability and QA Score of 97% & above)
- No Disciplinary Actions from the last 3 months
- With minimum of <3 years of Quality Assurance supervisory experience
- Must be willing to work from office 100%
Skillset
- Must be proficient in English oral and written communications
- Must have advance skills in reporting and story telling
- Must have intermediate to advance knowledge on Microsoft Application
- Must have Lean Six Sigma Training (Yellow Belt)
- Must possess critical thinking and problem-solving skills
- Must have extensive knowledge of the Life Insurance and Annuities industry/processes
Skills Required
- No attendance issues for 6 months (97% reliability and QA score of 97%+)
- No disciplinary actions in the last 3 months
- Minimum of less than 3 years of Quality Assurance supervisory experience
- Willingness to work from office 100% (on-site)
- Proficient in English oral and written communications
- Advanced skills in reporting and storytelling
- Intermediate to advanced knowledge of Microsoft applications
- Lean Six Sigma training (Yellow Belt)
- Critical thinking and problem-solving skills
- Extensive knowledge of Life Insurance and Annuities industry/processes
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
