Quality Analyst

Join Our Team at EXL! — Quality Compliance Analyst (QA)

Location : Cape Town CBD

Employment Type : Full-Time (Work from Office)

Are you passionate about quality, detail-oriented, and ready to make an impact?

EXL is looking for driven Quality Compliance Analysts (QAs) to join our dynamic team!

About the Role

As a Quality Compliance Analyst , you’ll play a key role in ensuring that every client interaction meets our exceptional standards. You’ll monitor transactions, provide constructive feedback, identify process improvements, and help drive overall operational excellence.

What You’ll Do

• Conduct transaction monitoring in line with Quality Standards documentation (QSD).
• Provide feedback to associates and support performance improvements.
• Prepare and deliver accurate transaction monitoring reports.
• Analyze quality performance trends and recommend corrective actions.
• Maintain performance data and ensure timely reporting of SLAs.
• Participate in calibration sessions to maintain consistent quality measurements.
• Collaborate with Trainers, SMEs, and Operations to support learning and development.
• Identify and drive process improvement initiatives in partnership with process Black Belts.

Minimum Requirements

In alignment with the Employment Equity Act, and to ensure that our workforce reflects the diversity of our communities, preference will be given to applicants from historically underrepresented groups, aligned with our EE targets.

Apply Now and take the next step in your customer service career!

Make an impact. Be the voice of excellence. Join EXL.

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