With 20+ years of BPO experience, including 15+ years in Quality Assurance leadership, this individual will lead cross-functional quality frameworks that enhance customer satisfaction, ensure regulatory compliance, and optimize operational efficiency. The ideal candidate is a Lean Six Sigma Black Belt with deep knowledge of insurance processes across life, health, and general insurance lines.
- Own the end-to-end quality strategy for insurance-based contact center and back-office operations, ensuring service excellence across multiple global delivery sites
- Lead a team of Senior Quality Managers, QA Leads, and Analysts to maintain consistent performance, compliance, and client satisfaction
- Design and implement quality frameworks aligned to insurance standards and regulations (e.g., FICA, FAIS, HIPAA, TCF)
- Partner with operations, compliance, and client teams to identify risks, improve processes, and strengthen customer journeys
- Drive enterprise-wide calibration, root cause analysis, and process improvement initiatives
- Implement and optimize QA tools, analytics, and automation technologies (speech analytics, AI-based scoring, dashboards)
- Build reporting frameworks to provide insights to executive stakeholders on performance, trends, and opportunities
- Foster a culture of continuous improvement and operational discipline using Lean Six Sigma methodologies
- Lead external audit preparation and ensure ongoing compliance with both internal and client-specific requirements
- Mentor high-potential quality leaders and contribute to succession planning efforts
- 20+ years of total BPO experience, with deep exposure to voice and non-voice insurance processes
- 15+ years leading Quality Assurance in complex operational environments
- Significant experience managing QA across personal lines, commercial lines, underwriting, claims processing, and customer service
- Proven leadership of large teams (3000+ FTE) across geographies (e.g., India, South Africa, Philippines, LATAM)
- Lean Six Sigma Black Belt certified with a track record of process transformation and quantifiable impact
- Strong understanding of regulatory requirements in the insurance space (HIPAA, POPIA, GDPR, PCI-DSS, Treating Customers Fairly)
- Skilled in using QA and analytics platforms (NICE, Verint, Genesys, Calabrio)
- Exceptional communication, stakeholder management, and executive reporting capabilities
- Bachelor’s degree required; MBA or advanced qualification in Operations, Quality, or Insurance preferred
EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.
