Manager - QA

Genpact

5 - 10 years

Hyderabad

Posted: 28/06/2025

Job Description

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 Clients 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 teams current work and surfaces gaps in knowledge.

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.

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.