Assistant Manager - Quality Lead - Quality Control/Quality Consultant – Trust & Safety
Genpact
5 - 10 years
Hyderabad
Posted: 4/15/2025
Job Description
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.
About Company
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
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