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Quality - Manager - English

Quality Manager, Quality
Function: QTP


With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.

Inviting applications for the role of Quality - Manager – English! 

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 global stakeholders 
•    Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a weekover-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 Content Policies are being developed and prototyped, provide details to local teams around the impact of the policy change on the team’s current work and surfaces gaps in knowledge, process, and technology between the intent of the Content Policy and how content review actually takes place 
•    Deliver just-in-time training to Analysts on new or changing Content Policies as well as “refresher” training on existing Content Policy on an asneeded basis 
•    Actively re-review decision accuracy audits to ensure consistency and alignment with our community standards and internal policies 
•    Manage investigations of escalations of inaccurate decisions, to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect
Qualifications
Minimum qualifications
•    Under graduate / Bachelor degree with 0-1 years of work experience in a reputed company 
•    5+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
•    Should have solid understanding of workflow, tools used for providing services 
- Experience working as an Agent in same/similar workflows 
•    Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams in a dynamic environment 
•    Eye for detail 
•    Social media savvy
•    Demonstrated stable job tenure
•    Ability to perform duties objectively, devoid of inherent biases or personal beliefs
•    Highest level of professionalism and self-motivation
•    Excellent Skills on building and understanding data sets related to Quality Mgt.. to come up with actionable insights


Preferred qualifications 
•    Demonstrated Trust & Safety Experience – preferably content labelling and/or moderation
•    Neutral mind-set to digital content that needs classification & policy review
•    Strong critical thinking and exceptional problem-solving skills
•    Strong emotional intelligence and resilience
•    Accurate and critical work attitude
•    Ability to think critically and make quick decisions
•    Enthusiastic and proactive team player
•    Collaborative and has a growth mindset
•    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 
•    Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level x. Passion for our mission of ensuring a world class support experience for our community xi. Quality certification (e.g. Lean Six Sigma, TQM, etc.) a plus 
•    Project management certification (PMP, Prince2, etc.) is a plus

What can we offer? 
•    Attractive salary;
•    Stable job offers - employment contract
•    Work in a multicultural and diverse environment with employees from over 30 countries
•    Genpact supports professional trainings and great career development opportunities
•    Free access to our award-winning learning platform 
•    Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts

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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Client, LinkedIn, and YouTube.


 

Job: Manager

Job ID: HMS011998

Primary Location: Romania - Bucuresti

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Nov 10, 2021

Master Skills List: Operations

Job Category: Full Time