Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 people across 30 countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Assistant Manager, Quality Assurance

The Quality Assurance Manager oversees the quality framework and ensures the delivery of high-quality services in line with client expectations and regulatory requirements in an Insurance BPO environment. The role involves strategizing, implementing, and managing quality assurance processes, driving continuous improvement, and ensuring compliance with insurance industry standards. The manager will lead a team of QA analysts, collaborate with various departments, and work closely with clients to achieve and exceed quality benchmarks.

Responsibilities:

Quality Management and Oversight

Develop, implement, and maintain the Quality Assurance framework tailored to the insurance processes

Ensure compliance with client-specific guidelines, internal quality standards, and regulatory requirements.

Monitor and manage quality metrics to meet and exceed service level agreements (SLAs).

Leadership and Team Management

Lead, mentor, and manage the QA team, ensuring their performance aligns with organizational goals.

Conduct regular performance reviews and provide training and development opportunities for QA analysts.

Act as a point of escalation for complex quality or compliance issues.

Process Auditing and Evaluation

Oversee audits of customer interactions policy servicing,

Identify gaps in service delivery and recommend corrective actions.

Collaborate with operations to streamline processes and reduce errors.

Strategic Initiatives

Design and implement quality improvement initiatives to enhance client satisfaction.

Use data-driven insights to drive decision-making and implement best practices.

Work closely with senior management to align QA strategies with organizational objectives.

Reporting and Analytics

Develop comprehensive quality dashboards and reports for internal and client review.

Provide actionable insights through trend analysis and root cause investigations.

Present findings and recommendations to stakeholders, including clients and senior leadership.

Compliance and Risk Management

Ensure all processes comply with insurance regulations, data privacy laws, and industry standards.

Identify and mitigate risks related to quality and compliance breaches.

Qualification we seek in you

Minimum Qualification

Bachelor's degree in Business Administration, Insurance, or a related field.

Experience in Quality Assurance, with managerial role within the Insurance or BPO sector.

Strong knowledge of insurance operations, specially in policy administration.

Preferred Skill Set

Technical Skills

Proficiency in QA tools and quality monitoring systems.

Advanced knowledge of data analytics and reporting tools (Excel, Power BI, etc.).

Familiarity with insurance regulations and compliance standards.

Soft Skills

Strong leadership and team management abilities.

Excellent communication and stakeholder management skills.

Analytical mindset with a focus on continuous improvement.

Key Performance Indicators (KPIs):

Improvement in quality scores across processes.

Reduction in error rates and compliance violations.

Timely delivery of quality reports and actionable feedback.

Team performance and retention rates

Increased client satisfaction (CSAT) and Net Promoter Score (NPS)

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. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.

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.

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