Unmanaged Sales Training & Quality â Assistant Manager â English â Hybrid Lisbon
Unmanaged Sales Training & Quality â Assistant Manager â English â Hybrid Lisbon
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Job Description
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 an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead. Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today. Get to know us at and on LinkedIn X YouTube and Facebook.
Inviting applications for the role of the Unmanaged Sales Training & Quality Assistant Manager English Hybrid Lisbon
In this role you will be responsible for leading a team of Trainers Subject Matter Experts & Quality Analysts. You will be expected to own the Knowledge Transfer Knowledge Management & Retention function which will involve people process technology as it relates to Training & Quality for the business/process.
Responsibilities
Develop quarterly plans and objectives for Training & Quality that align with broader operational goals.
Lead the design and implementation of initiatives to improve training effectiveness and quality performance.
Anticipate skill and performance gaps through data and proactively propose solutions.
Serve as the main point of contact for internal and external stakeholders regarding training and quality performance.
Gather feedback manage expectations and communicate progress on initiatives and deliverables.
Ensure all client-related training or quality inquiries are resolved promptly and professionally.
Own the preparation and strategic narrative of weekly monthly and quarterly business reviews.
Use data insights trends and performance metrics to inform leadership and stakeholders of progress risks and opportunities.
Translate findings into actionable plans that drive team and organizational success.
Guide and support a team of trainers and quality analysts ensuring tasks are aligned with priorities.
Provide oversight mentorship and performance feedback to elevate team capability.
Approve final content quality frameworks and learning paths for deployment.
Partner closely with Operations Managers Team Leaders Compliance and other departments to align on training and quality strategies.
Lead root cause analysis and improvement plans for recurring quality issues or learning gaps.
Contribute to company-wide projects by representing the T&Q perspective.
Ensure all activities comply with internal policies industry standards and client agreements.
Act as an escalation point for complex or cross-functional challenges impacting performance or quality.
Be the primary point of contact for Trainers and Quality Analysts in respect to Training & Product Changes / Polices related matters
Planning & Delivery of New Hire Batches & ensure their speed to proficiency as per standards
Execute Classroom Observations & make changes to add value on Classroom Delivery & Training Modules & report to stakeholders in an effective & reoccurring timely fashion
Be a part of TTTs & design/revisit framework for Training as & when required
Own and deliver on major process revamps & design/revisit framework for Quality & Training on an ongoing basis
Manage dissemination of weekly/daily/hourly changes on process & track retention via PKTs(knowledge checks) & other tools
Liaison with the Trainers to understand TNI/TNA
Be the primary point of contact in respect to Quality Metrics
Design & Execute Quality Framework to ensure a surprise free transactions processing
Lead Gage RnR (Variation Management /Calibration) Sessions with QAs / FLMs & Ops managers to analyze & minimize variation in interpretation of the process & fix gaps by arranging refreshers/pkts for floor & leads
Design Develop & implement performance development & improvement programs -targeted at individual as well as group level
Minimum Qualifications:
Any Graduate Proficient level of English -C1
Relevant experience of marketing brand advertising media sales and/or online advertising experience.
Knowledge of the self-serve platform auction and biddable form of digital advertising buying.
Validated knowledge of Quality Assurance and Quality Control and associated procedures and practices within the HiTech Industry
Prior exposure is important on Senior Client Management Vendor Managers CXOs
Experience in leading the QA function for at least approx 150 people process
Expertise on complex data analysis & interpretations of L1/L2/L3 Data Deep Dives
Preferred Qualifications:
A keen knack towards problem solving & art of storytelling on performance trends/qualitative insights
Excellent relationship management and interpersonal skills in order to partner effectively with key Partners and leaders internally and externally
Six Sigma Green Belt Certified
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.
Required Experience:
Manager
Employment Type
Full-Time
