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 of Management Trainee Quality Analyst Customer Care!

Responsibilities
New Hire Trainings and Refresher Sessions: Leads NHT program in line with client provided Training content to equip new hires with required knowledge on client processes and tools. Leads the Nesting team of Customer Service & Payment Support specialists to achieve performance goals to be assessed ready for movement to Operations
Quality Monitoring: Evaluate and audit calls/ cases handled by team members to check quality health of the team providing feedback and implementing improvement plans as necessary to bring in required improvement.
Refresher Trainings and Process Knowledge Tests: Conduct regular training sessions to enhance the skills and knowledge of the team in line with new process updates and check retention through PKTs
Compliance Assurance: Ensure all collection activities comply with industry regulations and company policies.
Reporting: Prepare and present regular reports on teams training and quality performance challenges and achievements to senior management.
Customer Interaction: Handle escalated customer issues and complaints ensuring a high level of customer satisfaction during no new hire batches to stay update to date with process changes
Process Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
Adhering to client defined Process Flows: Ensuring all operations activities during customer interactions comply with relevant process flows
Qualifications we seek in you!
Minimum Qualifications
Leadership: Ability to inspire and lead new hire batches and Production teams towards achieving common goals in direction of knowledge management and retention.
Problem-Solving: Strong analytical skills to identify issues and develop effective solutions.
Communication: Excellent verbal and written communication skills to interact with team members and customers effectively.
Adaptability: Ability to work in a 24x7 fast-paced environment and adapt to changing priorities.
Working Window: Mandatory readiness to work during US hours of operations i.e. Evening/ Night shifts (India time) with rotational week offs
Relevant experience with international IB/ OB Voice process
Mandatory experience in Training and/ or Quality function as Process Trainer and/ or Quality Auditor
Shift window: 10 Hours shift (9 hours production 1 hour break)
oShift timings in US Hours:
6:00 am - 3:00 pm MST
7:30 am - 4:45 pm MST
10:00 am - 7:00 pm MST
o Shift timings in IND Hours:
6:30 pm - 3:30 am IST
8:00 pm - 5:15 am IST
10:30 pm - 7:30 am IST
Education Qualification: Graduate or Post Graduate in any field

Preferred Qualifications/ Skills
Advanced knowledge of MS Word & Excel.
Ability to work in a fast-paced environment where standards of quality and timelines are established.
High integrity to ensure compliance.
Ability to work effectively in a team.

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.