-The candidate will lead the Quality Excellence Insurance vertical, interfacing with colleagues across all levels; ensure implementation of quality management framework for each client part of P&C areas and have quality control and assurance related improvements and performance. Manage a team of Manager/Sr. Manager, LAM, AM within the vertical.
-Responsible in establishing and monitoring quality control measures, conducting regular calibration exercises, and facilitating quality huddles.
-Build a strong quality control with process understanding and measurement to deliver high performance and client agreed KPIs with a positive customer experience.
-Analyze business processes and assist in identifying problems and mitigating plans for quality improvement.
-Responsible for quality assurance across all processes, identify and execution of projects; governance of processes & reporting, driving standardization across all clients.
-Be well informed on the developments in process improvement programs and contribute in implementing business strategy for positive customer experience.
-Business development and solution in select areas; support in RFP, RFI responses from quality perspective. You will be responsible for set up and functioning of quality compliance at client level to meet business, internal and ISO certification requirements.
-Facilitate the sharing of best practices from within and outside the organization and implement them
-Planning and managing budget and resource allocation for the assigned vertical
-Graduate in any stream Minimum 18 months in the current role/assignment, preferable with support/leadership role
-Must have 3+ years of direct team management experience with demonstrated success and financial results
-Must have 5+ years business/operations experience with at least 3 years of relevant experience in BPO
-Must have 3+ years quality experience - Six sigma & Lean tools and methodologies, Process improvements and project execution.
“In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets"
Choosing a digital partner is about more than capabilities — it’s about collaboration and character.
Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.
At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.
Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.
Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.
We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.
At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.
For more information, visit www.exlservice.com.
