Manager Quality at EXL South Africa

Job Description

Quality Assurance & Monitoring

• Develop and implement quality frameworks for transactional processes.
• Conduct regular audits, reviews, and sampling of transactions to ensure accuracy and compliance.
• Monitor performance metrics (accuracy, timeliness, compliance) and identify improvement areas.

Process Improvement

• Analyze root causes of errors and design corrective/preventive actions.
• Collaborate with cross-functional teams to streamline workflows and eliminate inefficiencies.
• Drive automation and digital tools adoption to enhance transactional quality.

Training & Development

• Design and deliver training programs to improve employee awareness of quality standards – Need Basis 
• Coach and mentor team members on best practices for transactional accuracy and compliance.

Stakeholder Management

• Partner with business leaders to align quality goals with organizational objectives.
• Prepare and present quality reports, dashboards, and insights to senior management.
• Act as a liaison between operations teams and compliance/regulatory bodies.

Risk & Compliance

• Ensure adherence to internal policies, industry regulations, and data protection standards.
• Identify potential risks in transactional processes and implement mitigation strategies.
• Bachelor’s degree/University in Business Administration, Finance, Operations, or related field (Master’s preferred).
• 5–6 years of experience in quality management, with at least 3 years in a transactional or back-office environment.
• Certifications such as Lean Six Sigma Green/Black Belt or ISO Auditor are highly desirable.
• Proven track record of implementing process improvements and achieving measurable quality outcomes.