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 recent 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, conduc

📌 Manager - Quality Excellence - Utility (Noida)
🏢 EXL
📍 Noida