Manager Trust and Safety Quality

Ready to shape the future of work

At Genpact we dont just adapt to changewe drive it. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were 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 thats 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 and on LinkedIn X YouTube and Facebook.

We are inviting applications for the role of Manager (Quality Lead)

Overview

The Quality Lead will be responsible for managing and overseeing QA operations across both Developer Support Engineering (DSE) and Mobile Operator Support Engineering (MOSE) processes. This role requires a blend of technical expertise process management and leadership skills to ensure high-quality deliverables operational excellence and continuous improvement in both domains.

Responsibilities :

Operations Management

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.

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.

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 Clients 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 teams current work and surfaces gaps in knowledge.

Develop implement and maintain QA standards methodologies and best practices.

Monitor operational metrics (QA productivity Reporting Tool Launches AOA calibrations / disputes) and drive improvements.

Leadership & Stakeholder Management

Lead mentor and train QA teams; ramp up new hires and manage knowledge base.

Act as the first point of escalation for technical procedural and process-related queries.

Collaborate with internal and external stakeholders to align QA objectives with business goals.

Oversight

Guide teams in troubleshooting root cause analysis and resolution of performance escalations and bug issues.

Ensure adherence Lean / SixSigma methodologies.

Oversee the use of monitoring tools APIs plugins and databases.

Improvement & Reporting

Analyze trends perform data analysis and provide actionable insights.

Drive continuous improvement initiatives and adapt to high-pressure situations.

Prepare and present QA reports to management and stakeholders.

Qualifications we seek in you

Minimum qualifications

Bachelors or Masters degree in relevant fields (e.g. Criminal Justice Cyber Security)

Relevant experience in investigations risk fraud or related fields. Ability to draft investigative reports work independently and collaborate within a cross-functional team.

experience in QA technical support or related roles

Strong analytical / coding and communication skills.

Ability to be flexible multitask and learn in a fast-paced environment.

Customer-focused and can demonstrate understanding and empathy.

Creative problem solver with excellent troubleshooting skills.

Self-driven nature with strong attention to detail and follow-through.

Excellent written and verbal communication skills.

Strong analytical troubleshooting and problem-solving skills.

Ability to interact with technical and non-technical stakeholders at all levels.

Collaborative team player with a proactive can do attitude.

Strong interpersonal skills (active listening service-oriented policy-minded).

Preferred qualifications

programming / scripting experience (PHP Python JavaScript preferred).

Experience with APIs SDK databases Frameworks

Familiarity with infrastructure monitoring networking concepts (routers switches TCP / UDP / DNS / HTTP) and telecom basics (SMS VPN mobile data GPRS).

Experience with monitoring and reporting tools (Tableau Unidash Scuba Google Drive).

Lean / SixSigma methodologies.

Basic knowledge of security concepts.

Technical troubleshooting / debugging

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 140000 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.

Lets 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.

Required Experience :

Manager

Key Skills

Dermatology,IT Help Desk,Lifting Equipment,Accomodation,General Services,Indoor Sales

Employment Type : Full-Time

Experience : years

Vacancy : 1