Assistant Vice President-Quality

EXL; Wes-Kaap; On-site; ZAR 1,500,000 - 2,200,000; Full time

Job summary

A leading company in the BPO sector is seeking a Senior Assistant Vice President – Quality to drive quality and compliance across global operations in the insurance domain. The ideal candidate will possess extensive BPO experience, a Lean Six Sigma Black Belt, and a strong background in quality assurance leadership, customer satisfaction, and process improvement in insurance processes.

Qualifications

• 20+ years of BPO experience, including 15+ years in Quality Assurance leadership.
• Lean Six Sigma Black Belt certified.
• Strong understanding of regulatory requirements in insurance (HIPAA, POPIA, GDPR).

Responsibilities

• Own the end-to-end quality strategy for insurance-based operations.
• Lead a team of Senior Quality Managers and Analysts.
• Ensure compliance with internal and client-specific requirements.

Skills

Leadership

Quality Assurance

Process Improvement

Stakeholder Management

Communication

Education

Bachelor’s degree

Advanced qualification in Operations or Quality

Tools

QA platforms (NICE, Verint, Genesys, Calabrio)

Job description

About the Role:

We are looking for a strategic and experienced quality leader to join our executive team as Senior Assistant Vice President – Quality, focused on driving quality and compliance excellence across global BPO operations in the insurance domain.

With 20+ years of BPO experience, including 15+ years in Quality Assurance leadership, this individual will lead cross-functional quality frameworks that enhance customer satisfaction, ensure regulatory compliance, and optimize operational efficiency. The ideal candidate is a Lean Six Sigma Black Belt with deep knowledge of insurance processes across life, health, and general insurance lines.

Key Responsibilities:

• Own the end-to-end quality strategy for insurance-based contact center and back-office operations, ensuring service excellence across multiple global delivery sites
• Lead a team of Senior Quality Managers, QA Leads, and Analysts to maintain consistent performance, compliance, and client satisfaction
• Design and implement quality frameworks aligned to insurance standards and regulations (e.g., FICA, FAIS, HIPAA, TCF)
• Partner with operations, compliance, and client teams to identify risks, improve processes, and strengthen customer journeys
• Drive enterprise-wide calibration, root cause analysis, and process improvement initiatives
• Implement and optimize QA tools, analytics, and automation technologies (speech analytics, AI-based scoring, dashboards
• Build reporting frameworks to provide insights to executive stakeholders on performance, trends, and opportunities
• Foster a culture of continuous improvement and operational discipline using Lean Six Sigma methodologies
• Lead external audit preparation and ensure ongoing compliance with both internal and client-specific requirements
• Mentor high-potential quality leaders and contribute to succession planning efforts

Requirement

• 20+ years of total BPO experience, with deep exposure to voice and non-voice insurance process
• 15+ years leading Quality Assurance in complex operational environments
• Significant experience managing QA across personal lines, commercial lines, underwriting, claims processing, and customer service
• Proven leadership of large teams (3000+ FTE) across geographies (e.g., India, South Africa, Philippines, LATAM)
• Lean Six Sigma Black Belt certified with a track record of process transformation and quantifiable impact
• Strong understanding of regulatory requirements in the insurance space (HIPAA, POPIA, GDPR, PCI-DSS, Treating Customers Fairly)
• Skilled in using QA and analytics platforms (NICE, Verint, Genesys, Calabrio)
• Exceptional communication, stakeholder management, and executive reporting capabilities
• Bachelor’s degree required, or advanced qualification in Operations or Quality