Assistant Vice President - Quality Excellence

The candidate will lead the Quality Excellence Insurance vertical, interfacing with colleagues across all levels; ensure implementation of quality management framework for each client part of EBU areas and have quality control and assurance related improvements and performance. Manage a team of Manager/Sr. Manager, LAM, AM within the vertical.

Responsible in establishing and monitoring quality control measures, conducting regular calibration exercises, and facilitating quality huddles.

• Build a strong quality control with process understanding and measurement to deliver high performance and client agreed KPIs with a positive customer experience.
• Analyze business processes and assist in identifying problems and mitigating plans for quality improvement.
• Responsible for quality assurance across all processes, identify and execution of projects; governance of processes & reporting, driving standardization across all clients.
• Be well informed on the developments in process improvement programs and contribute in implementing business strategy for positive customer experience.
• Business development and solution in select areas; support in RFP, RFI responses from quality perspective. You will be responsible for set up and functioning of quality compliance at client level to meet business, internal and ISO certification requirements.
• Facilitate the sharing of best practices from within and outside the organization and implement them
• Planning and managing budget and resource allocation for the assigned vertical

• Graduate in any stream Minimum 18 months in the current role/assignment, preferable with support/leadership role
• Must have 3+ years of experience in collections
• Must have 3+ years of direct team management experience with demonstrated success and financial results
• Must have 5+ years business/operations experience with at least 3 years of relevant experience in BPO
• Must have 3+ years quality experience - Six sigma & Lean tools and methodologies, Process improvements and project execution

"In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets"