Assistant Manager, Quality Assurance-INS026404
- Genpact
- 3 to 7 Yrs
- Other Maharashtra
- 3 months ago
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Job Description
- 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. E xperience 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) Job Assistant Manager Primary Location India-Pune Schedule Full-time Education Level Bachelor's / Graduation / Equivalent Job Posting Jan 14, 2025, 8:27:01 AM Unposting Date Ongoing Master Skills List Operations Job Category Full Time,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center
Role Category: Not Specified
Functional Area: Not Specified
Role/Responsibilies: Assistant Manager, Quality Assurance-INS026404
Contact Details:
Company: GenpactLocation(s): Other Maharashtra
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Keyskills: Quality Assurance Insurance operations QA tools Data analytics Reporting tools Insurance regulations Leadership Team management Communication Stakeholder management Continuous improvement
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