Quality Lead – Management Trainee – English – Onsite Dublin

Ready to shape the future of work?

At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Quality Lead – Management Trainee – English – Onsite Dublin

In this role, you will be responsible to support businesses, manage knowledge effectively, Manage Quality Metric for the process, upskill of employees in terms of domain, provide industry trained resources at lower cost to business, creating & delivering modules on Communication Excellence & Customer Centric Behaviour.

Responsibilities

• Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and stakeholders
• Work closely with Operation Team to provide feedback on quality.
• Conduct Quality meetings with the team to analyse errors.
• Guide and coach QAs to improve and sustain performance.
• Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems
• Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis
• Assess and prioritize the top-quality issues affecting the teams in your office across all decision-making channels
• Drive investigation of highly sensitive issues affecting your office, working with teams and leaders across clients to understand what happened and why
• Stay connected with how our support ecosystem is evolving and help head off quality issues before they begin, as client’s products and communities change and grow
• Find creative workarounds for quality issues where our tools are the root cause, and a technical solution is not imminent.
• Actively re-review decision accuracy audits to ensure accuracy and alignment with quality process
• Manage investigations of escalations, to understand the root cause
• Familiarity with A/B testing / experimentation platforms and their impact on product behavior and reliability.
• Demonstrated experience verifying code rollback effectiveness or validating post-deployment changes.
• Ability to support root cause analysis, including offering hypotheses based on trends, code ownership, and timing.
• Working knowledge of client-server architectures, APIs, and backend systems. Regex to filter or extract patterns from logs, payloads, or console outputs during triage, JSON for structured config/log formats, Python for basic automation or data parsing, writing and optimizing SQL queries.
• Read API specs, inspect request/response formats, and use tools to validate functionality or investigate issues.
• Version control familiarity to review code diffs, analyze change history, and identify regression-introducing commits.
• Demonstrated experience building dashboards to understand service health and related metrics.
• Familiarity with triaging stack traces and identifying patterns via tooling.
• Advanced usage of tagging, automation rules, and triage workflow optimization.
• Experience maintaining SOPs, playbooks, or triage documentation

Qualifications we seek in you

Minimum qualifications

• Any graduate /Post Graduate degree or equivalent with a solid academic record
• Relevant experience in the BPM/ Service Industry, with good experience in a Training/Quality, Learning & Development role, communication, and customer experience improvement programs
• Must be able to commit to 24 X 7 rotating shift.
• Ability to stay focused under pressure, prioritizing and managing multiple projects simultaneously in a fast-paced environment.

Preferred qualifications

• Proven track record of collaborating with cross-functional groups to produce results
• Demonstrated ability to perform well in a rapidly changing and extremely global team
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential.
• Excellent communication skills
• Strong critical thinking and exceptional problem-solving skills
• Proven track record of breaking down complex process and identifying key pain points to deliver business improvements at the regional or global level
• Passion for our mission of ensuring a world class support experience for our community
• Quality certification (e.g., Lean Six Sigma, TQM, etc.) a plus
• Preferably with technical services support experience
• English proficiency/reading comprehension
• Communication (written / insights synthesis and reporting in a presentation)
• Decision making / critical thinking
• Analytical skill (trend and insight identification and sizing)
• Product and technical issue understanding
• BA/BS in technical discipline or equivalent experience
• Experience with localization platforms, file formats and CAT tools – such as SDL Trados Studio, Idiom WorldServer, or any similar in-house localization tools and platform that manages and/or automates the translation workflow.
• Knowledge of standard web technologies such as PHP, XHTML, CSS, JavaScript and accessibility
• Engineering and/or hands-on programming experience

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.

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 respect and integrity, customer focus, and innovation.

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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