Website EXL South Africa
EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into … read moreinsights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration – and we’ve been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that’s unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It’s our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we’re some of the best in the business. Contact us to see how we can help you achieve your goals.
Job Description
An intermediate level management position in which the incumbent has the responsibility for directly managing the on-shore quality assurance review staff as well as monitoring the off-shore 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 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.
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 back office 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
Apply via company website ( N / A ) or
fa-ewjt-saasfaprod1.fa.ocs.oraclecloud.com
To apply for this job please visit fa-ewjt-saasfaprod1.fa.ocs.oraclecloud.com.