Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of 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 standards. In 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:
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.
Develop and maintain quality policies, procedures, and guidelines.
Ensure the consistent application of quality standards across various operational processes and teams.
Quality Assurance and Monitoring Oversight:
Lead and oversee the design and implementation of effective quality assurance processes and monitoring systems.
Establish key quality metrics and targets, and ensure regular tracking and reporting of performance.
Drive the analysis of quality data to identify trends, root causes of issues, and areas for improvement.
Ensure the timely and effective resolution of quality-related issues and escalations.
Continuous Improvement Initiatives:
Champion and lead continuous improvement initiatives across the team, leveraging quality data and methodologies (e.g., Lean, Six Sigma).
Identify opportunities for process optimization, standardization, and automation to enhance quality and efficiency.
Facilitate and participate in quality improvement projects and Kaizen events.
Stakeholder Management and Collaboration:
Serve as a primary point of contact and subject matter expert for quality-related matters for internal stakeholders, clients, and external auditors.
Collaborate effectively with operational leaders, team leaders, training teams, and other functional groups to embed quality into all aspects of service delivery.
Communicate effectively on quality performance, initiatives, and challenges to relevant stakeholders.
Compliance and Governance:
Ensure adherence to internal quality standards, client-specific requirements, and relevant regulatory guidelines.
Lead and support internal and external quality audits and ensure the process readiness and compliance.
Promote a strong understanding of compliance requirements and best practices within the operational teams.
Team Guidance and Mentorship (Indirect Leadership):
Provide guidance, mentorship, and support to Quality Control Analysts and/or Quality Consultants across different teams.
Foster a culture of knowledge sharing and collaboration within the quality community.
Promote the development of quality-related skills and competencies.
Consultation and Expertise (for Quality Consultant focus):
Provide expert consultation to operational teams on quality control methodologies, tools, and best practices.
Support the design and implementation of tailored quality frameworks for specific projects or clients.
Facilitate workshops and training sessions on advanced quality topics.
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 bachelor’s 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.
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. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube. 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.