Assistant Manager – Quality Excellence (QE AM) for EXL, Cape Town CBD Offices

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 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.

What You’ll Be Leading

In this role, you will:

✨ Lead and motivate a high-performing Quality team

📊 Drive SLA achievement, reporting accuracy, and operational performance

🔍 Oversee transaction and call monitoring while identifying trends, gaps, and improvement opportunities

🚀 Champion quality initiatives that deliver measurable positive outcomes

🤝 Partner with Operations and key stakeholders to influence performance and business decisions

📈 Build team capability through coaching, development planning, and employee engagement

🛡️ Ensure compliance with internal policies, external regulations, and information security standards

📑 Maintain daily, weekly, monthly, and quarterly reporting with strong governance and internal control discipline

📉 Analyse audit trends, conduct RCA, handle escalations, and drive calibration outcomes including variance reporting.

The Impact You’ll Make

This role is ideal for a leader who wants to move beyond day-to-day execution and become a true driver of performance transformation. You will help create a culture where:

• Teams are motivated, accountable, and high-performing
• Data is converted into clear insights and actions
• Quality is embedded as a strategic driver of operational excellence
• Governance, compliance, and continuous improvement remain at the forefront of business delivery.