Auto Finance Qaulity Team Leader; on-site

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).

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.

• 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

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• 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

• 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

• 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

• 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

• Ensure effective QA usage of Salesforce CRM, Genesys, QA tools, and reporting dashboards
• Maintain accurate quality records for audit, compliance, and MI purposes

• Higher Certificate / Diploma (or equivalent) in Business, Finance, Quality, or related field
• Proven experience in a QA leadership or QA Team Leader role within a contact centre or financial services environment
• 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 of escalations, client discussions, and cross-functional collaboration
• Hands-on experience with Salesforce CRM, Genesys, QA platforms, MS Excel

• Attractive salary and benefits such as Medical Aid, Retirement, and risk benefits
• Work in a multicultural environment
• Various trainings (technical & soft skills)
• Development opportunities in a growing multinational company

As an Equal Opportunity Employer, we encourage you to apply to this position(s) with your preferred CV format. Please note that Genpact does not impose any CV format, nor do we require you to enclose a photograph to your CV as part of the application process. It is the candidate’s absolute discretion if he/she chooses to upload a CV with or without a photograph enclosed.