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 Business Training & Call Quality - Manager

In this role, you will support the overall organization’s strategy and help the business grow through its training and call quality improvement initiatives, and develop and handle performance of the training and quality team.

Responsibilities

·       Provides support to the operations team as well as for the trainers for knowledge transfer and training plans

·       Own internal & client QA calibration sessions and drive next steps

·       Accountable for time to effectiveness of meeting quality scores

·       Provides guidance to trainers in training content creation

·       Provide insights for business improvement with respect to quality hygiene

·       Shares guidelines in preparation of process maps

·       Validates knowledge transfer

·       Provides support for any process-level issue/risk mitigation

·       Ensures process and contextual training success criteria are met

·       Ensure all operating resources achieve desired knowledge benchmarks

·       Share RCAs, plan of action with required coverage on escalations with Genpact and client stake holders

·       Help disseminate regular quality updates in the form of emails and huddles on the floor

·       Accountable for bottom quartile management (BQM) on quality scores

·       Monitors, coaches and gives feedback to trainers

Qualifications we seek in you!

Minimum Qualifications/ Skills

·       Bachelor's degree (Any)

·       Extensive knowledge of Customer Care

·       Should have been a part of the training and or quality function or holding a training and quality assurance experience.

·       Good communication skills, should be in a position to handle multiple stakeholders.

·       Should be able to mentor & coach the Quality Analysts and Trainers

·       Self-starter & strong people connect

·       Good excel & PPT skills

Preferred Qualifications/ Skills

·       Experience in supporting Tech/ Semi Tech processes (preferred)

·       Must be able to work effectively under pressure and manage multiple projects simultaneously

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. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube. 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.