Senior Manager Training and Quality

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 Senior Manager - Training and Quality
In this role we require Billing Profile who will perform below responsibilities.

Responsibilities
1. Billing Operations

Provides support to the operations team as well as for the trainers for knowledge transfer and training plans
Own internal & client sessions and drive the 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 process-level 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
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

Preferred Qualifications/ Skills
Good Communication & leadership skills
Should be able to mentor & coach the Quality Analysts and Trainers
Self-starter & strong people connect
Good excel & PPT skills

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.