Quality Team Lead

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

Lead Quality. Influence Strategy. Drive Performance Excellence.

Are you a strong people leader with a passion for quality, governance, and continuous improvement?

Do you thrive in a fast-paced environment where you can shape performance, elevate standards, and drive measurable business impact?

This is your opportunity to step into a high-visibility leadership role as an Assistant Manager / Team Leader in Quality Excellence where you will not only lead a team, but also play a key role in strengthening operational excellence, influencing stakeholders, and embedding a culture of quality across the business.

About the Role:

As the Assistant Manager – Quality Excellence, you will be responsible for leading and supporting a high-performing Quality team while ensuring delivery against SLA targets, reporting accuracy, process compliance, and continuous improvement objectives.

The role also partners closely with Operations to provide insight-led recommendations, strengthen governance, and drive quality initiatives that deliver positive, measurable results.

You will be entrusted with creating an environment where teams are engaged, performance is consistently improved, and quality becomes a core enabler of customer satisfaction and operational success.

We are seeking a confident, analytical, and commercially aware leader who brings:

• Minimum 3 years proven track record of BPO Quality Excellence Team Leader Experience


• Must be able to work US Shifts


• Needs to have strong understanding of Basic QA Tools (7 QC Tools)


• Need to understand Quality Framework and Domain


• Need to understand quality improvement strategies


• Strong people management / leadership capability


• Must be able to analyze root cause of quality issues in the business


• A solid understanding of audit trends, and process improvement


• Experience in RCA, identifying process gaps, and driving sustainable performance improvement


• The ability to create dashboards, interpret reports, and provide insight-led recommendations


• Strong stakeholder management skills, including the ability to handle escalations and disputes


• Experience in calibration governance and variance reporting


• A sound business perspective within a BPO / operational environment.

Ready to Lead Quality Excellence?

If you are ready to take the next step in your leadership journey and make a real impact through quality, governance, and continuous improvement, we would love to hear from you.

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