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

Senior

Manager

/Manager

,

Content Moderation -

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

Implement a clear overall quality strategy with scalable processes/tools/systems that allow resource efficient monitoring of decision accuracy and surface overall user experience issues fast and effectively to define

appropriate continuous

improvement programs

.

Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems

.

Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and stakeholders

Drive accountability with team managers 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

.

Quantify business cases and drive cross-functional partners to change our systems, processes, and policies to achieve better outcomes

.

Drive investigation of

highly sensitive

issues affecting your office, working with teams and leaders across Client 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.

As new Quality Measurement Systems are being developed and prototyped, provide details to local teams around the impact of the new change on the team's current work and surfaces gaps in knowledge.

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

Meaningful work

Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams in a dynamic environment

.

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.

JobManager

Primary LocationIndia-Hyderabad

ScheduleFull-time

Education LevelBachelor's / Graduation / Equivalent

Job PostingAug 25, 2025, 2:13:45 AM

Unposting DateSep 24, 2025, 1:29:00 PM

Master Skills ListOperations

Job CategoryFull Time