Manager - QA

Job Description

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. Inviting applications for the role of Quality Manager, Trust & Safety Responsibilities . Implement a clear overall quality strategy with scalable processes/tools/systems that allow resource efficient monitoring of decision accuracy and surface overall user experience issues fast and effectively to define appropriate continuous improvement programs. . Liaison with internal and external stakeholders to ensure quality targets are met . Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems. . Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and stakeholders . Drive accountability with team managers and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis. . Assess and prioritize the top-quality issues affecting the teams in your office across all decision-making channels. . Quantify business cases and drive cross-functional partners to change our systems, processes, and policies to achieve better outcomes. . Drive investigation of highly sensitive issues affecting your office, working with teams and leaders across Client to understand what happened and why. . Stay connected with how our support ecosystem is evolving and help head off quality issues before they begin, as Client&rsquos products and communities change and grow. . Find creative workarounds for quality issues where our tools are the root cause, and a technical solution is not imminent. . As new Quality Measurement Systems are being developed and prototyped, provide details to local teams around the impact of the new change on the team&rsquos current work and surfaces gaps in knowledge. Qualifications we seek in you. Minimum qualifications . Any graduate /Post Graduate degree or equivalent with a solid academic record . Relevant experience in the BPM/ Service Industry, with good experience in a Training/Quality, Learning & Development role, communication, and customer experience improvement programs. Preferred qualifications . Meaningful work Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams in a dynamic environment. . Proven track record of collaborating with cross-functional groups to produce results. . Demonstrated ability to perform well in a rapidly changing and extremely global team. . Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential. . Experience with Tableau/Power BI or other similar tools is a plus. . Excellent communication skills. . Strong critical thinking and exceptional problem-solving skills. . Proven track record of breaking down complex process and identifying key pain points to deliver business improvements at the regional or global level. . Passion for our mission of ensuring a world class support experience for our community. . Quality certification (e.g., Lean Six Sigma, TQM, etc.) a plus. . Project management certification (PMP, Prince2, etc.) is a plus. Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.