Leadership Quality Strategist

Join a world of innovation and leadership

We are seeking an experienced professional to lead our global quality initiatives. As Assistant Vice President, Global Quality, Training, and Policy Lead, you will be responsible for providing strategic direction and leadership on all quality matters to our regional operations group and the company as a whole.

You will work closely with key partners to define quality requirements both internally and externally, and serve as a subject matter authority on global quality assurance requirements, laws, regulations, and guidelines.

• Customer Relationship Management:
• Drive conversations with customers by engaging in dialogue and taking charge of discussions.
• Offer strategic solutions that promote first-time right methodology.
• Act as a catalyst in conversations, encouraging customers to adopt necessary changes.
• Monitor and evaluate the effectiveness of strategies implemented, making adjustments as needed to optimize results.
• Foster collaborative environments that encourage open communication and shared commitment.
• Serve as a trusted advisor, working closely with clients to understand their evolving needs and refine solutions accordingly.
• Collaboration with Teams:
• Work closely with Ops Excellence teams to leverage artificial intelligence technology and integrate it into operations.
• Define Quality, Training & Policy Management Blueprints as experts in collaboration with other teams.
• Define, implement, and govern organizational structures, roles, and responsibilities blueprints for quality, training, and policy in collaboration with the Global Ops team.
• Define and implement internal KPIs and reporting standards for QTP teams in collaboration with reporting teams.
• Partner with T&S service lines to collaborate on defining strategic best-in-class QTP blueprints.

• Gain a deep understanding of client needs and requirements, ensuring comprehensive knowledge of their expectations and desired outcomes.
• Effectively communicate and translate client changes and requirements to develop tailored solutions within the Genpact environment.
• Actively contribute to creating solutions centered around quality and training, based on market best practices.
• Utilize expertise in quality management and training methodologies to develop innovative solutions that align with market trends and industry standards.
• Work closely with Sales and Business Development teams to articulate the value proposition of quality and training solutions to potential clients.
• Collaborate with subject matter experts and thought leaders within the organization to leverage their expertise and insights in developing solutions.

We seek candidates with the following qualifications:

• Bachelor's Degree or equivalent education.
• Professional degrees/certifications related to Talent Development/Management preferred.
• Relevant work experience as Quality Manager/Process Manager/Project Manager or similar role in BPO (customer service or support with focus on customer satisfaction measure results).
• Relevant years of experience in Trust & Safety domain.
• Proven superior verbal and written communication skills in English and preferably at least one other language, ability to communicate adequately on all management levels.
• Knowledge of service management and project delivery methodologies COPC, Six Sigma, DMAIC preferred - at least Six Sigma Green Belt certified.
• Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote), high IT affinity.

We offer a dynamic work environment that values respect and integrity, customer focus, and innovation. Our benefits include:

• A competitive salary and bonus structure.
• A comprehensive health insurance package.
• A 401(k) retirement savings plan.
• A generous paid time off policy.
• Ongoing training and development opportunities.

Join a team of bold thinkers and problem-solvers who push boundaries every day. At Genpact, we believe in fostering a culture of innovation, inclusivity, and growth. If you are a motivated and ambitious individual looking to make a real impact, we want to hear from you.