Assistant Manager - Training and Quality - Customer Service

Ready to shape the future of work
At Genpact we dont just adapt to changewe drive it. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving tech-driven environment love solving real-world problems and want to be part of a team thats shaping the future this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.
Inviting applications for the role of Assistant Manager - Quality Lead - Quality Control/Quality Consultant Trust & Safety
We are seeking a highly experienced and driven Quality Lead to champion and elevate our quality this strategic role you will be responsible for defining implementing and overseeing quality control and/or quality consulting frameworks ensuring adherence to best practices driving continuous improvement initiatives and fostering a culture of quality excellence across our diverse operational teams. You will be a key influencer in shaping our quality strategy and ensuring exceptional service delivery to our clients.
Responsibilities:
Quality Strategy and Framework Development:
o Define and establish comprehensive quality control and/or quality consulting frameworks methodologies and standards for the process aligned with industry best practices and client requirements.
o Develop and maintain quality policies procedures and guidelines.
o Ensure the consistent application of quality standards across various operational processes and teams.
Quality Assurance and Monitoring Oversight:
o Lead and oversee the design and implementation of effective quality assurance processes and monitoring systems.
o Establish key quality metrics and targets and ensure regular tracking and reporting of performance.
o Drive the analysis of quality data to identify trends root causes of issues and areas for improvement.
o Ensure the timely and effective resolution of quality-related issues and escalations.
Continuous Improvement Initiatives:
o Champion and lead continuous improvement initiatives across the team leveraging quality data and methodologies (e.g. Lean Six Sigma).
o Identify opportunities for process optimization standardization and automation to enhance quality and efficiency.
o Facilitate and participate in quality improvement projects and Kaizen events.
Stakeholder Management and Collaboration:
o Serve as a primary point of contact and subject matter expert for quality-related matters for internal stakeholders clients and external auditors.
o Collaborate effectively with operational leaders team leaders training teams and other functional groups to embed quality into all aspects of service delivery.
o Communicate effectively on quality performance initiatives and challenges to relevant stakeholders.
Compliance and Governance:
o Ensure adherence to internal quality standards client-specific requirements and relevant regulatory guidelines.
o Lead and support internal and external quality audits and ensure the process readiness and compliance.
o Promote a strong understanding of compliance requirements and best practices within the operational teams.
Team Guidance and Mentorship (Indirect Leadership):
o Provide guidance mentorship and support to Quality Control Analysts and/or Quality Consultants across different teams.
o Foster a culture of knowledge sharing and collaboration within the quality community.
o Promote the development of quality-related skills and competencies.
Consultation and Expertise (for Quality Consultant focus):
o Provide expert consultation to operational teams on quality control methodologies tools and best practices.
o Support the design and implementation of tailored quality frameworks for specific projects or clients.
o Facilitate workshops and training sessions on advanced quality topics.
o Act as a change agent to embed a quality-focused mindset and drive adoption of quality principles.
Qualifications we seek in you!
Minimum Qualifications
Any bachelors degree
Progressive experience in quality control quality assurance or quality consulting with a significant portion in a leadership or strategic role.
Deep understanding of quality management principles methodologies and tools (e.g. Six Sigma Lean ISO standards statistical process control).
Proven track record of developing and implementing successful quality strategies and frameworks.
Excellent analytical problem-solving and decision-making skills with the ability to interpret complex data and drive strategic improvements.
Exceptional communication interpersonal and presentation skills with the ability to influence and collaborate effectively at all levels.
Strong project management skills with the ability to lead and manage complex quality initiatives.
Proven ability to drive continuous improvement and implement sustainable quality solutions.
Strong business acumen and understanding of the impact of quality on client satisfaction and financial performance.
Proficiency in data analysis tools and MS Office Suite (Excel Word PowerPoint).
Preferred Skills:
Relevant certifications in quality management (e.g. Six Sigma Black Belt Lean Expert ISO 9001 Lead Auditor).
Experience with quality management software and tools.
Experience in client-facing roles and managing quality expectations at a strategic level.
Strong facilitation and change management skills.
Why join Genpact
Be a transformation leader Work at the cutting edge of AI automation and digital innovation
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your career Get hands-on experience mentorship and continuous learning opportunities
Work with the best Join 140000 bold thinkers and problem-solvers who push boundaries every day
Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.

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 respect and integrity customer focus and innovation.

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 starter kit paying to apply or purchasing equipment or training.