Job Description

Ready to shape the future of work?

At Genpact, we don't just adapt to change--we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's

AI Gigafactory

, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to

agentic AI

, our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment.

Genpact (NYSE: G) is an

advanced technology services and solutions company that delivers

lasting

value for leading enterprises

globally.

Through our

deep business knowledge, operational excellence, and cutting-edge solutions

-

we help companies across industries get ahead and stay ahead.

Powered by curiosity, courage, and innovation

,

our teams

implement

data, technology, and AI

to

create tomorrow, today.

Get to know us at

genpact.com

and on

LinkedIn

,

X

,

YouTube

, and

Facebook

.

Inviting applications for the role of

Assistant Manager, Quality Lead

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, provide industry trained resources at lower cost to business, creating & delivering modules on Communication Excellence & Customer Centric Behaviour.

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

Assess and prioritize the top-quality issues affecting the teams in your office across all decision-making channels

Drive investigation of highly sensitive issues affecting your office, working with teams and leaders across clients 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 client's 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.

Actively re-review decision accuracy audits to ensure accuracy and alignment with quality process

Manage investigations of escalations, to understand the root cause

Qualifications we seek in you

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

Demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)

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

Why join Genpact?

Be a transformation leader

- Work at the cutting edge of AI, automation, and digital innovation

Make an impact

- Drive change for global enterprises and solve business challenges that matter

Accelerate your career

- Get hands-on experience, mentorship, and continuous learning opportunities

Work with the best

- Join 140,000+ bold thinkers and problem-solvers who push boundaries every day

Thrive in a values-driven culture

- Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Let's build tomorrow together.

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.

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.

JobAssistant Manager

Primary LocationIndia-Hyderabad

ScheduleFull-time

Education LevelBachelor's / Graduation / Equivalent

Job PostingAug 26, 2025, 2:09:32 AM

Unposting DateOngoing

Master Skills ListOperations

Job CategoryFull Time