Manager- Quality Excellence (US Insurance)

Job Description:

Develop and implement Quality Frameworks for back-office processes (data processing, transaction handling, non-voice operations). Ensure adherence to client SLAs, internal KPIs, and compliance standards. Drive calibration sessions with operations and clients. Act as a quality SPOC for clients for audits, reporting, and feedback. Manage client escalations, complaints, and quality reviews. Prepare and present MIS reports, dashboards, and insights to management and clients. Provide actionable insights to operations for performance improvement. Perform Root Cause Analysis (RCA) for defects and errors. Implement Corrective & Preventive Actions (CAPA) to reduce defects. Drive automation and efficiency improvements in back-office workflows. Lead and mentor Quality Analysts / Auditors. Ensure team alignment with client requirements and quality benchmarks.

The resource will drive process management rigor to ensure superior service delivery by meeting or exceeding accuracy and related SLAs. They will support the development of process improvement and innovation strategies for client businesses and assist client transformation teams, EXL transformation, technology, and operations teams in process improvements. Facilitating the sharing of best practices from within and outside the organization, implementing and driving performance benchmarking, and supporting business development through RFP and RFI responses from a quality perspective are key responsibilities.

Responsibilities:

Active participation in client visits to showcase business case studies and ensuring the smooth setup and functioning of QA to meet business, internal, and certification requirements are essential. The resource will gather client requirements during due diligence and build QA plans, support migration teams for the implementation of new client processes and ensure consistent delivery on QA programs. Extensive interaction with clients to understand and capture all requirements, assist in setting up SLAs, benchmark processes, baseline performance, and target setting, and provide SME support for all improvement projects are also part of the role.

Qualifications:

Graduation is mandatory

Green belt certification is mandatory

BFSI Experience is essential