Assistant Manager

2 weeks ago

Pune, India Genpact Full time

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 Assistant Manager- Quality Manager for Leading US FinTech

In 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, creating & delivering modules on Communication Excellence & Customer Centric Behavior.


Responsibilities

• Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and stakeholders
• Work 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 problems.
• Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis.
• Actively re-review decision accuracy audits to ensure accuracy and alignment with quality process
• Manage investigations of escalations, to understand the root cause
• Coordinate for calibration sessions and adherence towards enhancing calibrated process performance
• Drive Process control & Compliance in addition to managing the Audit requirements
• Drive a culture of continuous improvement by identifying opportunities for efficiency, quality enhancement and innovation.
• Manage performance and appraisal of aligned Quality supervisors
• Monitor metrics & Analysis of the team Performance. Monitor team goals and objectives on a daily/ weekly/ monthly and annual basis, using appropriate tools provided
• Conduct a Weekly performance Review of the process with own and Operation teams
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions), PowerPoint, and Google Sheets


Qualifications we seek in you 
Minimum Qualifications
• 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
• 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 processes and identifying key pain points to deliver business improvements.
• Quality certification (e.g., Lean Six Sigma, )

Preferred Qualifications/ skillset

• Minimum year experience as a Quality Manager in Chat/ Voice process BPO 
• Have managed quality profile for a Chat/Voice process for international BPO
• Should have worked on the different Quality Tools, Reports, and charts.
• Should have managed a team size of minimum 20 Quality leads.
• Should have prior BPO background / experience

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