Assistant Vice President - Quality Excellence

About the role

The Assistant Vice President – Quality Excellence will lead EXL's Quality Excellence Insurance vertical, working across all organizational levels to embed a robust quality management framework for each client. This senior role oversees quality control, assurance, and continuous improvement initiatives while managing a team of managers and senior managers.

Key responsibilities

• Build and maintain a strong quality control function that meets client‑agreed KPIs and delivers a positive customer experience.
• Analyze business processes, identify gaps, and develop mitigation plans for quality improvement.
• Govern quality assurance across all processes, drive standardisation, and report on performance.
• Lead regular calibration exercises, quality huddles, and best‑practice sharing.
• Support business development activities, including RFP and RFI responses from a quality perspective.
• Ensure compliance with internal, client‑level, and ISO certification requirements.
• Plan and manage budget and resource allocation for the vertical.

Required profile

• Graduate in any discipline.
• Minimum 18 months in a similar role, preferably with leadership responsibilities.
• 3+ years experience in collections and 5+ years in BPO operations.
• 3+ years of direct team management with proven financial results.
• 3+ years of quality experience using Six Sigma and Lean methodologies.

Required skills

• Six Sigma
• Lean