Senior Manager Trust and Safety 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.

We are inviting applications for the role of Senior Manager- Business Training & Call Quality

In this role you will support the overall organizations strategy and help the business grow through its training and call quality improvement initiatives and develop and handle performance of the training and quality team
Responsibilities
Drive consistency and best Practice Sharing of Standard Training Practices across all domains verticals and LOBs
Maintain an up-to-date knowledge of all systems products and services to up-skill the team continuously
Identify and analyze knowledge/skill gaps and performance improvement opportunities and assess relevant training needs for in consultation with Ops Leaders including assessment methods and measurement systems entailed
Deliver training using modern training and assessment methodologies which are in keeping with company standards
Be able to manage a team of QA and trainers with the help leads
Able to execute lean six sigma projects
Excellent knowledge of quality tools sampling methodology correlation study TNMs etc
Good facilitation skills / confidence
Excellent client and internal stakeholder management

Qualifications we seek in you!
Minimum Qualifications/ Skills
Bachelors degree (Any)
Proven experience in handling a team in the Training/Quality/Customer Experience function in managerial capacity
Previous experience of directing a team and working alongside multiple business partners and domains Hitech and Customer service domains are an advantage
Experience in leading and implementing innovative projects
Previous experience in process training and/or quality team will be a plus
Preferred Qualifications/ Skills
Experience in supporting Tech/ Semi Tech processes (preferred)
Must be able to work effectively under pressure and manage multiple projects simultaneously

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.