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.

Inviting applications for the role of Training Specialist in Banking Customer Care Domain Trainee English On Site Johannesburg!

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 team.

Responsibilities

Manage and support a team of Universal Coaches and/or drive training controls and projects with the agents population

Manage the onboarding process of new employees to comply with the client internal processes

Support in the creation of IDs and credentials for both Genpact and the client

Responsible for delivering and facilitating training through a variety of delivery methods across new hire and tenured participants

Managing the daytoday activities of the team

Provide analysis in evaluated calls and identify gaps that impact KPIs

Conduct calibration sessions with Supervisors and Team Leaders facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance

Development and implementation of training strategies that will impact site CQ metrics decrease defects and regulatory violations and other key performance metrics

Enforce Genpacts guidelines and policy across the operations team

Keep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its Client(s)

Create training documentations/learning documents

Conduct PKT (Process Knowledge tests) as per agreed schedule

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

Support in documenting the process for all compliance parameters and audit requirements

Create and Update Monitor and report Performance dashboards metrics etc.

Develop self and maintain knowledge in relevant field at all times

Perform training needs analysis

Facilitate new hire training coaches and conducts performance evaluation of trainees

Cooperate with hiring to improve quality of hires

Provide weekly training updates

Perform production activities to stay up to date with product/ process changes and make necessary updates to training material

Work closely with client and internal teams to develop new or update existing training content periodically

Training other team members regarding the daily tasks whenever necessary and requested by the manager.

Updating the working procedures periodically

Qualifications we seek in you!

Minimum Qualifications

Very good understanding of Customer Service integral components

High School Graduate

Selfmotivated with ability to work both independently and as part of a team;

Ability to handle client on oneonone basis via emails and calls;

English Proficient both written and spoken

Excellent written and oral communication skills and detailoriented;

Ability to learn adapt upskill and work independently;

Ability to work under tight deadlines across multiple projects in parallel and different time zones. Good prioritization skills;

Working experience in PowerPoint Word and Excel

Numerical Skills for Analysis and Reporting

Should be flexible in shift timings

Strong organizational skills to give the team direction.

Preferred Qualifications/ Skills

Multinational/ BPO background is preferred

Lean Six Sigma Trained and Tested

KYC experience

Excellent organizational skills Relevant experience in either managing a training/quality team or experience as senior Quality agent or trainer

Previous experience of leading a team and working alongside multiple business partners and domains Experience in leading and implementing innovative projects

What can we offer

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;

In case Genpact does not respond to your application within 30 days please consider it was not successful for the current recruitment process for this role.

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 genpact and on LinkedIn X YouTube and Facebook.

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.