Quality Excellence Leader: Strategy, Governance & Impact

EXL; Wes-Kaap; On-site; ZAR 600,000 - 900,000; Full time

Job summary

EXL in South Africa seeks an Assistant Manager – Quality Excellence to lead a high-performing quality team, ensuring delivery against SLA targets and robust reporting. You will partner with Operations to strengthen governance and drive quality initiatives that deliver measurable improvements.

You will foster an environment where performance is continuously improved and quality becomes a core driver of customer satisfaction and operational success.

Qualifications

• Minimum 3 years proven track record of BPO Quality Excellence Team Leader Experience.
• Must be able to work US Shifts.
• Strong understanding of Basic QA Tools (7 QC Tools).
• Understand Quality Framework and Domain; knowledge of quality improvement strategies.
• Strong people management and leadership capability.
• Ability to analyze root cause of quality issues and drive improvements.
• Solid understanding of audit trends and process improvement.
• Experience in calibration governance and variance reporting.

Responsibilities

• Lead and support a high-performing Quality team ensuring SLA delivery and reporting accuracy.
• Partner with Operations to deliver insight-led recommendations and strengthen governance.
• Drive quality initiatives that deliver measurable, sustainable results.
• Create dashboards, interpret reports, and provide actionable insights to stakeholders.

Skills

People leadership

Quality governance

Process improvement

Root cause analysis (RCA)

Dashboard & reporting

Tools

7 QC Tools

Job description

EXL in South Africa seeks an Assistant Manager – Quality Excellence to lead a high-performing quality team, ensuring delivery against SLA targets and robust reporting. You will partner with Operations to strengthen governance and drive quality initiatives that deliver measurable improvements.

You will foster an environment where performance is continuously improved and quality becomes a core driver of customer satisfaction and operational success.