Assistant Manager - Quality Excellence

EXL; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Job summary

EXL in Cape Town is seeking a capable team supervisor to oversee day-to-day operations across Transaction/Call Monitoring and productivity improvement initiatives. You will lead a team, engage employees, and interact with clients at supervisory levels as needed.

You will ensure adherence to internal policies, external regulations and information security standards while driving quality initiatives and maintaining detailed performance metrics and reports.

Qualifications

• Experience in supervising teams and driving process improvements.
• Ability to implement and monitor quality initiatives.
• Strong understanding of compliance and security standards.

Responsibilities

• Team management and transaction/call monitoring.
• Productivity improvement and employee engagement.
• Client interaction, if required at supervisory level.
• Ensure compliance with internal policies and external regulations and information security standards.
• Driving quality initiatives in the process to attain measurable positive results.
• Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis.
• Ensuring accuracy of performance reports and compliance to internal control requirements.
• Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams.
• Establish an environment and work style that promotes the concept of teamwork and professional development.
• Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed.
• Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level

Skills

Team management

Productivity improvement

Employee engagement

Client interaction

Policy compliance

Information security

Reporting and metrics

Performance reporting

Team development

Positive work environment

Job description

• Team management and Transaction/Call Monitoring
• Productivity Improvement and Employee engagement
• Client interaction, if required at supervisory level
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Driving Quality initiatives in the process to attain measurable positive results
• Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
• Ensuring accuracy of performance reports and compliance to internal control requirements
• Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
• Establish an environment and work style that promotes the concept of teamwork and professional development
• Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
• Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level