Manager- Business Training Call Quality
Manager- Business Training Call Quality
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Job Description
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 Business Training & Call Quality Manager
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
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 processlevel 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
Bachelors 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
Selfstarter & 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 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.
Required Experience:
Manager
Employment Type
Full-Time
