Assistant Manager - TQP -QTL

Genpact

  • Hyderabad, Telangana
  • Permanent
  • Full-time
  • 9 days ago
Ready to shape the future of work?At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s , our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to , 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 that’s shaping the future, this is your moment.Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at and on , , , and .Inviting applications for the role of Assistant Manager, Quality LeadIn this role, you will be responsible to support businesses, manage knowledge effectively, Manage Quality Metric for the process, upskill of employees in terms of domain, provide industry trained resources at lower cost to business, creating & delivering modules on Communication Excellence & Customer Centric Behaviour.ResponsibilitiesEffectively manage and mentor a team responsible for diverse workflows, Quality channels, and stakeholdersWork closely with Operation Team to provide feedback on quality.Conduct Quality meetings with the team to analyse errors.Guide and coach QAs to improve and sustain performance.Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problemsDrive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basisAssess and prioritize the top-quality issues affecting the teams in your office across all decision-making channelsDrive investigation of highly sensitive issues affecting your office, working with teams and leaders across clients to understand what happened and whyStay connected with how our support ecosystem is evolving and help head off quality issues before they begin, as client’s products and communities change and growFind creative workarounds for quality issues where our tools are the root cause, and a technical solution is not imminent.Actively re-review decision accuracy audits to ensure accuracy and alignment with quality processManage investigations of escalations, to understand the root causeQualifications we seek in youMinimum qualificationsAny graduate /Post Graduate degree or equivalent with a solid academic recordRelevant experience in the BPM/ Service Industry, with good experience in a Training/Quality, Learning & Development role, communication, and customer experience improvement programsPreferred qualificationsDemonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)Proven track record of collaborating with cross-functional groups to produce resultsDemonstrated ability to perform well in a rapidly changing and extremely global teamStrong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential.Experience with Tableau/Power BI or other similar tools is a plusExcellent communication skillsStrong critical thinking and exceptional problem-solving skillsProven track record of breaking down complex process and identifying key pain points to deliver business improvements at the regional or global levelPassion for our mission of ensuring a world class support experience for our communityQuality certification (e.g., Lean Six Sigma, TQM, etc.) a plusProject management certification (PMP, Prince2, etc.) is a plusWhy join Genpact?Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovationMake an impact – Drive change for global enterprises and solve business challenges that matterAccelerate your career – Get hands-on experience, mentorship, and continuous learning opportunitiesWork with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every dayThrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.Let’s 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.

Genpact