Senior Manager- Business Training Call Quality

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125000 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 Senior Manager Business Training & Call Quality

In this role you will support the overall organizations 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
Drive consistency and best Practice Sharing of Standard Training Practices across all domains verticals and LOBs
Maintain an uptodate knowledge of all systems products and services to upskill the team continuously
Identify and analyze knowledge/skill gaps and performance improvement opportunities and assess relevant training needs for in consultation with Ops Leaders including assessment methods and measurement systems entailed
Deliver training using modern training and assessment methodologies which are in keeping with company standards
Be able to manage a team of QA and trainers with the help leads
Able to execute lean six sigma projects
Excellent knowledge of quality tools sampling methodology correlation study TNMs etc
Good facilitation skills / confidence
Excellent client and internal stakeholder management

Qualifications we seek in you!
Minimum Qualifications/ Skills
Bachelors degree (Any)
Proven experience in handling a team in the Training/Quality/Customer Experience function in managerial capacity
Previous experience of directing a team and working alongside multiple business partners and domains Hitech and Customer service domains are an advantage
Experience in leading and implementing innovative projects
Previous experience in process training and/or quality team will be a plus
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. For more information visit www.genpact . Follow us on Twitter 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.