Process Developer Trainer

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 Process Developer - Trainer

Responsibilities

This is a full-time role and would involve handling various tasks like the following:

Conduct process training for new hires and refresher sessions for existing employees
Develop and update training materials SOPs and job aids for US process requirements
Ensure trainees understand US culture communication etiquette and compliance guidelines
Assess trainee performance through tests role-plays and feedback sessions
Collaborate with Operations and Quality teams to identify skill gaps and create targeted training plans.
Maintain accurate training records and reports for audits and management review.
Stay updated on process changes client requirements and industry best practices
Identify focus teams monthly and design or provide coaching materials to enhance team and collector performance.
Develop and implement training strategies aimed at improving site CQ metrics reducing defects minimizing regulatory violations and strengthening key performance indicators.
Collaborate with customers to maintain an updated learning repository of procedures and product information.
Partner with cross-functional departments to ensure successful completion of assigned deliverables and responsibilities.
Work closely with Training and Call Quality team members to drive effective program execution.
Create and maintain training documentation and learning resources.
Administer Process Knowledge Tests (PKTs) according to the agreed schedule.
Prepare ongoing reports and presentations for both customer and internal stakeholders

Qualifications we seek in you!
Minimum Qualifications

College degree or equivalent
Excellent written and verbal communication skills
Comfortable presenting to group and providing coaching/feedback.
Working knowledge of Microsoft Office Applications (Word PowerPoint Excel)
Proficient in relevant computer applications
Required language proficiency
Knowledge of customer service principles and practices
Knowledge of call center telephony and technology
Relevant experience in customer service environment
Good data entry and typing 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.