Lead Assistant Manager

Exl Service; Cape Town; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading BPO organization is seeking a Quality Assistant Manager to oversee the quality assurance function for an insurance process. The role involves leading a team of Quality Analysts, conducting audits, and ensuring compliance with standards. Candidates should have 0-3 years of experience in BPO quality, with at least 2 years in insurance campaigns. This position offers opportunities for professional growth and development, fostering a culture of continuous improvement.

Qualifications

• 0-3 years in BPO Quality, with at least 2 years in insurance campaigns.
• 1+ year in a supervisory role.
• 2 years relevant experience in BPO/Insurance Industry.

Responsibilities

• Oversee quality assurance function for an insurance process in a BPO contact center.
• Lead a team of Quality Analysts and conduct audits.
• Ensure compliance with client and regulatory standards.

Skills

Transaction Monitoring

Insurance Process QA

Compliance

Coaching

RCA

Reporting

Calibration

BPO Quality Management

Education

Matric

Job description

Job Description

Drive process management rigor to ensure superior service delivery by meeting/exceeding accuracy and related SLAs.

Responsibilities: The Quality Assistant Manager is responsible for overseeing the quality assurance function for an insurance process within a BPO contact center.

This role focuses on transactional monitoring, ensuring compliance with client and regulatory standards, and driving performance improvement through data-driven insights and coaching.

The position involves leading a team of Quality Analysts, conducting audits, and collaborating with Operations and Training teams to enhance service delivery and customer experience.

Key Skills

• Transaction Monitoring
• Insurance Process QA
• Compliance
• Coaching
• RCA
• Reporting
• Calibration
• BPO Quality Management

Experience

0-3 years in BPO Quality, with at least 2 years in insurance campaigns and 1+ year in a supervisory role.

Qualifications

Matric. 2 years relevant in BPO/Insurance Industry.

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