Quality AVP - Insurance BPO | Lead Transformation

EXL; Wes-Kaap; On-site; ZAR 2,619,000 - 3,928,000; Full time

Job summary

EXL is seeking a strategic Head of Quality AVP to lead the end-to-end quality function across Insurance client portfolios. The role focuses on governance, standardization, and performance excellence, embedding Lean and Six Sigma to drive measurable improvements.

You will partner with leadership to enhance CX outcomes and support quality-led growth. As a senior leader, you will manage budgets, allocate resources, and ensure regulatory alignment while delivering data-driven insights and risk

Qualifications

• Minimum 18 months in the current role or assignment, preferably with support/leadership.
• 3+ years direct team management experience with demonstrated success and financial results.
• 5+ years business/operations experience with at least 2-3 years in BPO.
• 3+ years quality experience - Six Sigma & Lean tools and methodologies, with process improvements and project execution.

Responsibilities

• Lead and inspire a high-performing Quality function (Managers, Sr. Managers, LAMs & AMs).
• Drive quality assurance, governance, and compliance across all processes and clients.
• Embed Lean, Six Sigma, and process excellence methodologies to unlock performance improvements.
• Deliver data-driven insights, identify risks, and implement transformation initiatives.
• Partner with leadership and clients to enhance service delivery, standardization, and CX outcomes.
• Contribute to business growth through quality-led inputs in RFPs, RFIs, and solutioning.
• Ensure alignment with ISO standards, internal policy, and regulatory requirements.
• Manage resource planning, budgeting, and capability development for the vertical.

Skills

Team management

Quality leadership

Operational excellence

Stakeholder management

Lean Six Sigma

Process improvement

Client engagement

Budgeting

Job description

EXL is seeking a strategic Head of Quality AVP to lead the end-to-end quality function across Insurance client portfolios. The role focuses on governance, standardization, and performance excellence, embedding Lean and Six Sigma to drive measurable improvements.

You will partner with leadership to enhance CX outcomes and support quality-led growth. As a senior leader, you will manage budgets, allocate resources, and ensure regulatory alignment while delivering data-driven insights and risk