Manager - Trust and Safety - Quality

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.

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 :

1.QA 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 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.
• .Develop, implement, and maintain QA standards, methodologies, and best practices.
• .Monitor operational metrics (QA productivity, Reporting, Tool Launches, AOA calibrations / disputes) and drive improvements.

2.Team Leadership & Stakeholder Management

3.Technical Oversight

4.Process Improvement & Reporting

Qualifications we seek in you

Minimum qualifications

Preferred qualifications

Why join Genpact

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 %27starter kit,%27 paying to apply, or purchasing equipment or training.