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EXLSERVICE (UK) LIMITED • Cape Town, Western Cape, South Africa
Role & seniority: Manager, Quality Excellence (Quality Manager) leading BPO operations; oversees on-shore and off-shore teams.
Stack/tools: Quality frameworks; audits/reviews and sampling; performance metrics and dashboards; process improvement; Lean Six Sigma (Black Belt preferred); automation/digital tools; training delivery.
Quality Assurance & Monitoring: develop frameworks, conduct audits, track metrics, drive corrective actions.
Process Improvement: identify root causes, lead transformation initiatives, champion automation to boost quality/productivity.
Stakeholder Management: align quality goals with operations, present insights to senior leadership, bridge operations with compliance/regulatory teams.
Bachelor’s degree in business/finance/operations (Master’s preferred); 3–4 years in quality management within a BPO.
Proven transformation project delivery with measurable savings; mentored 5–7+ Green Belt/Black Belt projects.
Lean Six Sigma Black Belt preferred; strong analytical, problem-solving, and communication skills; experience with multiple client environments.
🌟 WE ARE HIRING: MANAGER - BUSINESS PROCESS AND SERVICE EXCELLENCE - QUALITY EXCELLENCE - BPO OPERATIONS
Are you passionate about driving excellence, elevating performance, and transforming processes? We’re looking for a dynamic Quality Manager to lead and evolve our quality function across our BPO operations. This is your opportunity to influence strategy, uplift operational accuracy, and deliver measurable business impact — while leading a high‑performing quality team both on‑shore and off‑shore.
Build and implement robust quality frameworks for transactional processes
Conduct audits, reviews, and sampling to ensure accuracy, compliance, and consistency
Track performance metrics and drive corrective actions
Track performance metrics and drive corrective actions
Identify root causes, design preventive solutions, and eliminate inefficiencies
Lead process improvement and transformation initiatives
Champion automation and digital tools to enhance quality and productivity
Create and deliver targeted training on quality standards (as needed)
Coach and mentor team members and Lean Six Sigma project owners
Partner with business leaders to align quality goals with operational priorities
Present dashboards, insights, and performance results to senior leadership
Serve as the bridge between operations, compliance, and regulatory teams
Ensure adherence to internal controls, policies, and regulatory standards
Identify process risks and implement strong mitigation strategies
🎓 What We’re Looking For
Bachelor’s degree in business, Finance, Operations, or related field (Master’s preferred)
3 to 4 years’ experience in quality management within a BPO environment
Proven experience leading transformation projects with measurable savings
Mentored 5–7+ Green Belt/Black Belt projects
Lean Six Sigma Black Belt (preferred)
Strong analytical and problem‑solving mindset
Excellent communication, presentation, and stakeholder‑engagement skills
Experience across multiple client environments
Insurance domain knowledge is a plus
🚀 Why This Role Matters You’ll be the driver of operational excellence — ensuring that every audit, every transaction, and every client interaction reflects the highest standard. If you love improving processes, empowering teams, and creating meaningful business impact, this role is for you.
Ready to level up your career?
Apply today by clicking on the below link: https://lnkd.in/dNuQMpXB
“In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets”