Auto Finance Commission Redress – Quality QA –Assistant Manager- English – On site Johannesburg

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We are inviting applications for the role of Auto Finance Commission Redress – Quality QA  –Assistant Manager- English – On site Johannesburg

Role Overview – Quality Assurance (QA) Team Leader
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.

Key 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

Minimum Qualifications / Skills
•    Higher Certificate / Diploma (or equivalent) in Business, Finance, Quality, or related field
•    Proven experience in a QA leadership or QA Team Leader role within contact centre or financial services environments
•    Strong knowledge of FCA regulations, Redress processes, and TCF principles
•    Experience managing offshore / nearshore teams (India and/or South Africa preferred)
•    Strong analytical and reporting capability with attention to detail
•    C1-level English proficiency (spoken and written)
•    Confident handling escalations, client discussions, and cross-functional collaboration

Preferred Qualifications / Skills
•    Experience in Auto Finance, Redress, Complaints, or Collections operations
•    Hands-on experience with Salesforce CRM, Genesys, QA platforms, MS Excel
•    Prior involvement in audits, regulatory reviews, or client governance forums
•    Strong coaching, influencing, and stakeholder management skills
•    Ability to operate effectively across time zones and multicultural teams
•    Exposure to continuous improvement, root cause analysis, and quality transformation initiatives

Why join Genpact?
•    Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
•    Make an impact – Drive change for global enterprises and solve business challenges that matter
•    Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
•    Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
•    Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
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. 

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