Training Specialist – Domain Trainee – English – On Site Bucharest

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 of Training Specialist Domain Trainee English On Site Bucharest
In this role perform operational tasks within Customer Servicing area. Resolution of tasks accurately and efficiently to achieve the fixed service level target. Coordinating all required continuous improvement actions.

Responsibilities
Manage all aspects of the training program including planning design development implementation delivery and evaluation in liaison with their Business Partner.
Identify appropriate training curricula for strategic training initiatives ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology
Ensure complete accurate and timely data collection and communication by trainers
Develop and coordinate the execution of the on-boarding plans as well as the targeted training plans xvii. Monitor new hire knowledge before and after training to help determine follow-up training required
Flag resource constraints policy issues or inconsistencies timely
Gather insights and offer policy suggestions based on the direct application of the policies
Ensure continuous improvement of resources and materials provided
Ensure effective knowledge sharing and sign off/approval processes are in place for both Training and Policy between Vendor and Client team
Liaise directly with the Clients Training team to gather/discuss/debate questions and engage with Client to obtain answers
Collaborate with quality team & policy SPOCs to gather feedback and plan refresher trainings to help improve quality of service
Shadow agent transactions 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
Use market-specific knowledge signals and insights to spot and scope scalable solutions to improve the support of our social communities / video platforms
Execute Classroom Observations & make changes to add value on Classroom Delivery & Training Modules & report to stakeholders in an effective & reoccurring timely fashion

Qualifications we seek in you!
Minimum Qualifications
Graduation (any stream)
Customer Focus (focus on internal customers and impact on our external customers)
Bias for action (focus on results and use of intelligent risk taking)
Team Alignment (team player; supports and respects others)
Good verbal and written communication skills English C1

Preferred Qualifications/ Skills
Adaptability: Work effectively in a dynamic contact center environment adapting quickly to changing priorities with a sense of urgency.
Complex Query Resolution: Resolve complex queries from customers using strong critical thinking and decision-making skills.
Exceptional Service: Provide exceptional service by building trust and strengthening relationships through empathy active listening and rapport building.
Multichannel Communication: Navigate multiple communication channels (phone/chat/email) to engage with customers effectively.
Professional Communication: Demonstrate clear professional written and oral communication; listen empathetically to understand and prioritize customer needs providing appropriate solutions.
Performance Goals: Consistently meet customer experience and efficiency (quality/productivity) goals.
Confidentiality and Compliance: Maintain high levels of confidentiality and data security standards adhering to company policies and a commitment to exceptional service.
Problem-Solving: Seek solutions through logical reasoning and data interpretation independently.
Team Environment: Foster a positive and cooperative team environment.
Continuous Improvement: Show enthusiasm for learning and commitment to continuous improvement.
Ability to work with various IT applications
Customer service orientation
Ability to work effectively under pressure
Knowledge of MS Office

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.