Management Trainee - QA

Ready to shape the future of work
At Genpact we dont just adapt to changewe drive it. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were 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 thats shaping the future this is your moment.
Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.
Inviting applications for the role Quality Assurance (QA) Management Trainee/Assistant Manager!
The Quality Assurance (QA) Specialist is responsible for monitoring evaluating and ensuring the quality of processes and outputs within the organization. The QA Specialist will work closely with various teams to enhance performance reduce errors and improve overall efficiency.
Responsibilities
In this role you will be responsible for ensuring that the team meets established quality standards providing feedback and coaching to improve individual and team performance and maintaining compliance with company policies and procedures.
Monitor live and recorded calls to assess performance in areas such as soft skills product knowledge call handling adherence to processes and compliance requirements
Collaborate with training and operations teams to identify performance gaps and recommend improvement initiatives
Track and report on quality trends and key performance indicators (KPIs) regularly
Identify trends gaps and areas of improvement in the customer service process
Ensure compliance with regulatory and industry standards including data protection and customer privacy
Deliver call quality feedback to Front Line Managers (FLMs) to support agent performance improvement
Analyze data to identify patterns and recommend process improvements to enhance overall service quality
Report interactions which does not comply with company policies regulatory requirements and industry standards.
Update and maintain QA documentation including evaluation forms and quality checklists
Participate in regular calibration sessions to ensure consistency in quality evaluation across the team.
Qualifications we seek in you!
Minimum Qualifications
Bachelors degree in business communication or a related field is preferred.
Preferred Qualifications/ Skills
Strong analytical skills with a focus on data-driven decision-making
Attention to detail and the ability to manage multiple tasks effectively
Problem-solving skills and a proactive approach to identifying and resolving issues
Customer/Participant-focused mindset with a commitment to enhancing service delivery
Proficiency in QA methods and tools with the ability to quickly learn new systems
Ability to work independently and as part of a team
Strong organizational skills with a focus on accuracy and efficiency

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 140000 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.
Lets 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.