Executives-Back Office-Customer Service

7 days ago

Cape Town, Western Cape, South Africa EXL Service Full time R1 500 000 - R2 500 000 per year
Job Description

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
In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets"

About Us

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world's leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit

EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL's Human Resources team, as well as our hiring managers.

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