Full Description

Genpact 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.

We are inviting applications for the role of Auto Finance Commission Redress – Quality Team Leader (on-site Johannesburg).

Role Overview

• The Quality Assurance (QA) Team Leader is responsible for leading and managing QA Analysts based in India and South Africa, ensuring consistent, high-quality, and FCA-compliant outcomes across Auto Finance Redress operations. This role owns the end-to-end quality framework, QA delivery, reporting, calibration, and Level 2 quality escalations, while acting as a key liaison between Operations, Training, Compliance, and the Client.

You will ensure that customer interactions across voice and email channels, supported by Genesys and Salesforce CRM, meet regulatory, contractual, and internal quality standards. The role includes people leadership, performance management, quality governance, and continuous improvement across offshore and nearshore teams.

Responsibilities

• Quality Governance & Delivery
• Own and manage the QA framework aligned to FCA regulations, Treating Customers Fairly (TCF), and client-specific quality standards,
• Ensure consistent and accurate QA scoring across India and South Africa sites,
• Review and sign off on QA outputs, ensuring data integrity and audit readiness,
• Conduct regular quality calibrations with QA Analysts, Operations, Training, and the Client,
• Identify systemic quality issues and recommend corrective actions at process and behavioral levels,
• People Management (15–20 QA Analysts)
• Lead, coach, and performance-manage a team of 15–20 QA Analysts across dual locations
• Set clear quality expectations, KPIs, and productivity standards

Conduct regular 1: 1s, performance reviews, and development planning Support onboarding, nesting, and ongoing capability uplift of QA Analysts Drive consistency in scoring behaviour and feedback delivery Reporting & Insights Produce and deliver daily, weekly, and monthly quality reports for internal leadership and client stakeholders Analyse trends, root causes, and recurring failures across agents, processes, and campaigns Translate QA findings into actionable insights for Operations, Training, and Compliance Track improvement plans and measure effectiveness over time Escalations & Risk Management Act as the L2 escalation point for quality disputes, scoring challenges, and compliance risks Investigate complex or high-risk cases and provide documented outcomes Support audits, client reviews, and regulatory requests Proactively identify emerging risks and raise concerns before they impact customers or compliance Stakeholder Collaboration Partner closely with Operations, Training, Compliance, and Client stakeholders Align quality findings with training needs and operational improvements Support readiness for new campaigns, regulatory changes, or process updates Participate in client governance calls, calibration sessions, and performance reviews Tools & Systems Ensure effective QA usage of Salesforce CRM, Genesys, QA tools, and reporting dashboards Maintain accurate quality records for audit, compliance, and MI purposes