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The Manager – Quality Excellence is responsible for defining, governing, and driving the overall quality strategy across operations. This role leads quality frameworks, audit governance, calibration processes, and performance reporting to ensure consistent service delivery and client compliance. The Manager partners closely with onshore stakeholders, Operations, Training, and Business leaders to improve customer experience and operational effectiveness. The role requires strong leadership, analytical expertise, and stakeholder management to influence quality outcomes at scale. The incumbent also drives continuous improvement, risk mitigation, and quality transformation initiatives.

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Description

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- 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 current 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

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Responsibilities

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- 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

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Qualifications

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- 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

Apply on Kit Job: kitjob.in/job/43i5sx

📌 Manager – Quality Excellence - Utility (Kochi)
🏢 EXL
📍 Kochi