Genpact
Location
Gurgaon | India
Job description
Manager - BFS034449
With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.
Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.
Welcome to the relentless pursuit of better. Inviting applications for the role of Quality Manager for Leading US FinTechIn 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
Job tags
Salary
