Jobs at EXL South Africa

Job Description

• An intermediate level management position in which the incumbent has the responsibility for directly managing the onshore quality assurance review staff as well as monitoring the offshore quality review staff.
• This includes monitoring reviewer quality and production for all audit products. Ultimate responsibility is to ensure consistent quality of audit products along with proper production of the review staff. This will be done consistent with company policies, procedures, and standards.

Responsibilities

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 crossfunctional 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.

Qualifications:

• Bachelor’s degree/University in Business Administration, Finance, Operations, or related field (Master’s preferred) 
• Must have 3 - 4 years of experience in quality management, with at least 3 years in a transactional or backoffice environment within a BPO. 
• Must have led process improvement / transformation program with significant savings (with at least 34 projects led individually)
• Must have mentored at least 5 – 7 GB / BB projects 
• Lean Six Sigma Black Belt – trained / certified (preferred)
• Insurance domain knowledge preferred
• Exposure to multiple client environments
• Experience of packaging and showcasing capabilities and solutions, especially to senior business leaders 
• Evidence of problem solving analytical mindset and comfort with business ambiguity
• Excellent oral communication and presentation skills
• Superior written communication skills 

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Job Description

• Join our dynamic team as a Customer Service Representative, where you'll be the frontline contact for policyholders in a fast-paced contact center environment. Your role involves processing billing transactions, addressing inquiries, and providing technical support with professionalism and precision.
• With strong communication and organizational skills, you'll deliver exceptional service experiences while contributing to a collaborative team environment. If you're committed to excellence and ready to thrive in a structured operations setting, this role is for you.
• Apply now to embark on a rewarding career journey with us.

Responsibilities

• Receive inbound calls from policyholders in a contact center environment.
• Process billing transactions on behalf of policyholders, which include telephone payments and account adjustments.
• Accurately interpret and verify billing transactions.
• Respond to simple as well as complex billing inquiries from policyholders.
• Provide policyholders with technical support on the client systems.
• Follow up with policyholders on outstanding items in a timely manner.
• Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program.
• Perform other duties as needed.

Qualifications

• Experience of up to 1 year, preferably in a customer service environment
• Some post High School education preferred
• Excellent telephone etiquette and service delivery skills
• Strong communication skills and effective listening abilities
• Effective organizational and time-management techniques
• Exhibit patience and a positive outlook when working with policyholders
• Contribute to an environment of accountability, collaboration and teamwork
• Basic ability to navigate computers and software applications (MS Office, Word, Excel, etc.)
• Able to commit to the entirety of the training program and work within a structured operation environment.

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Job Description

• Support leadership in establishing a robust control environment as part of day to day operations for assigned business/operations area.
• Supervise junior staff assigned and providing guidance and overall review of deliverables.
• Manage compliance for assigned business/operations area.
• Responsible for Self-assessment process for assigned business/operations area.
• Support AVP/Manager in developing/imparting training and other initiatives.

Responsibilities

• Support leadership in establishing a robust control environment as part of day to day operations by managing performance of risk management and compliance assurance related procedures. This includes identifying and analyzing issues and then proactively taking mitigation steps.
• Perform and design compliance/audit reviews for assigned business/operations area.
• Monitor risks & controls. Identify/report exceptions and action plans.
• Assist establishment of risk management and compliance assurance processes and procedures for the assigned business/operations area. within the given timeframe.
• Manage critical documentation like Operations Standard Document (OSD), BISRA (Business Information Security Risk Assessment) etc. for all assigned client areas.
• Responsible for implementation of controls in operational areas as defined by OSD, contractual requirements and EXL policies. Liaise with other corporate functions for implementation of EXL policies and procedures.
• Ensure awareness and trainings on key risk and compliance aspects (L&D trainings, corporate trainings and other external/internal trainings).
• Ensure  Compliance Self assessment exercise is carried out within timelines and ensure issues highlighted are closed within timelines.
• Facilitate timely closure of issues identified in internal/external audits/reviews.
• Support organization level improvement projects on risk management and compliance assurance.

Qualifications

• Graduate with 2+ Years compliance/audit experience

go to method of application »

Job Description

• Join our dynamic team as a Customer Service Representative, where you'll be the frontline contact for policyholders in a fast-paced contact center environment.
• Your role involves processing billing transactions, addressing inquiries, and providing technical support with professionalism and precision.
• With strong communication and organizational skills, you'll deliver exceptional service experiences while contributing to a collaborative team environment. If you're committed to excellence and ready to thrive in a structured operations setting, this role is for you. Apply now to embark on a rewarding career journey with us.

Responsibilities

• Receive inbound calls from policyholders in a contact center environment.
• Process billing transactions on behalf of policyholders, which include telephone payments and account adjustments.
• Accurately interpret and verify billing transactions.
• Respond to simple as well as complex billing inquiries from policyholders.
• Provide policyholders with technical support on the client systems.
• Follow up with policyholders on outstanding items in a timely manner.
• Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program.
• Perform other duties as needed.

Qualifications

• Experience of up to 1 year, preferably in a customer service environment
• Some post High School education preferred
• Excellent telephone etiquette and service delivery skills
• Strong communication skills and effective listening abilities
• Effective organizational and time-management techniques
• Exhibit patience and a positive outlook when working with policyholders
• Contribute to an environment of accountability, collaboration and teamwork
• Basic ability to navigate computers and software applications (MS Office, Word, Excel, etc.)
• Able to commit to the entirety of the training program and work within a structured operation environment.