Essential Functions
- Responsible for designing new processes for QC functioning to meet client specific requirements; facilitate migrations to seamlessly set up quality compliance.
- Leads significant process improvement projects.
- Train / mentor personnel from other functions on quality tools and concepts and mentor AMs / GBs
- Responsible for ensuring ongoing compliance to quality standards based on internal as well as client requirements.
- Responsible for working closely with clients and operations team to carry out process improvement activities and facilitate best practice sharing and driving standardization.
- Perform ongoing reviews to ensure compliance to QSD to all certification and internal / client requirements.
Skills
Technical Skills
- Trained / Certified Lean Six Sigma Green Belt from a reputed organization with 7-9 years of experience
- Excellent working knowledge of MS Office � MS Excel, Power Point, Word Doc, Outlook
- Process Mapping/Value Stream Mapping
- Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred
Process Specific Skills
- Knowledge of industry domain being aligned to healthcare
- Knowledge of quality systems (ISO, COPC) preferable
Soft skills (Desired)
- Project management skills to drive improvement projects / initiatives
- Analytical skills
Soft Skills (Minimum)
Functional
- Leads engagements at vertical / program / client level
- Understands business requirements and provides appropriate solutions to benefit the business
- Has the ability to identify superior improvement opportunities
- 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
- Exposure to quality systems (ISO, COPC, etc) preferred
Work Experience Requirements
- Minimum 8 years of total work experience with at least 2 years of relevant in BPO / ITES industry
- Minimum 5 year in the current role/assignment
Skills Required
- Lean Six Sigma Green Belt certification with 7-9 years of experience
- Minimum 8 years total work experience
- At least 2 years relevant experience in BPO / ITES industry
- Minimum 5 years in current role/assignment
- Graduate in any stream (education)
- Proficiency with MS Office (Excel, PowerPoint, Word, Outlook)
- Process Mapping / Value Stream Mapping
- Knowledge of industry domain aligned to healthcare
- Knowledge of quality systems (ISO, COPC)
- Knowledge of call recording systems (NICE, Witness)
- Project management skills to drive improvement initiatives
- Analytical, problem-solving, monitoring and review, coaching, and strong communication skills
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.
