Auto Finance Commission Redress – Quality QA –Assistant Manager- English – On site Johannesburg

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We are inviting applications for the role of Auto Finance Commission Redress Quality QA Assistant Manager- English On site Johannesburg

Role Overview Quality Assurance (QA) Team Leader
The Quality Assurance (QA) Team Leader is responsible for leading and managing QA Analysts based in India and South Africa ensuring consistent high-quality and FCA-compliant outcomes across Auto Finance Redress operations. This role owns the end-to-end quality framework QA delivery reporting calibration and Level 2 quality escalations while acting as a key liaison between Operations Training Compliance and the Client.
You will ensure that customer interactions across voice and email channels supported by Genesys and Salesforce CRM meet regulatory contractual and internal quality standards. The role includes people leadership performance management quality governance and continuous improvement across offshore and nearshore teams.

Key Responsibilities
Quality Governance & Delivery
Own and manage the QA framework aligned to FCA regulations Treating Customers Fairly (TCF) and client-specific quality standards
Ensure consistent and accurate QA scoring across India and South Africa sites
Review and sign off on QA outputs ensuring data integrity and audit readiness
Conduct regular quality calibrations with QA Analysts Operations Training and the Client
Identify systemic quality issues and recommend corrective actions at process and behavioral levels
People Management (1520 QA Analysts)
Lead coach and performance-manage a team of 1520 QA Analysts across dual locations
Set clear quality expectations KPIs and productivity standards
Conduct regular 1:1s performance reviews and development planning
Support onboarding nesting and ongoing capability uplift of QA Analysts
Drive consistency in scoring behaviour and feedback delivery
Reporting & Insights
Produce and deliver daily weekly and monthly quality reports for internal leadership and client stakeholders
Analyse trends root causes and recurring failures across agents processes and campaigns
Translate QA findings into actionable insights for Operations Training and Compliance
Track improvement plans and measure effectiveness over time
Escalations & Risk Management
Act as the L2 escalation point for quality disputes scoring challenges and compliance risks
Investigate complex or high-risk cases and provide documented outcomes
Support audits client reviews and regulatory requests
Proactively identify emerging risks and raise concerns before they impact customers or compliance
Stakeholder Collaboration
Partner closely with Operations Training Compliance and Client stakeholders
Align quality findings with training needs and operational improvements
Support readiness for new campaigns regulatory changes or process updates
Participate in client governance calls calibration sessions and performance reviews
Tools & Systems
Ensure effective QA usage of Salesforce CRM Genesys QA tools and reporting dashboards
Maintain accurate quality records for audit compliance and MI purposes

Minimum Qualifications / Skills
Higher Certificate / Diploma (or equivalent) in Business Finance Quality or related field
Proven experience in a QA leadership or QA Team Leader role within contact centre or financial services environments
Strong knowledge of FCA regulations Redress processes and TCF principles
Experience managing offshore / nearshore teams (India and/or South Africa preferred)
Strong analytical and reporting capability with attention to detail
C1-level English proficiency (spoken and written)
Confident handling escalations client discussions and cross-functional collaboration

Preferred Qualifications / Skills
Experience in Auto Finance Redress Complaints or Collections operations
Hands-on experience with Salesforce CRM Genesys QA platforms MS Excel
Prior involvement in audits regulatory reviews or client governance forums
Strong coaching influencing and stakeholder management skills
Ability to operate effectively across time zones and multicultural teams
Exposure to continuous improvement root cause analysis and quality transformation initiatives

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.

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