About the job

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Come, transform with us.

We are inviting applications for Business Training & Call Quality Sr. Manager!

In this role, you will support the overall organization’s 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, TNM’s, etc
• Good facilitation skills / confidence
• Excellent client and internal stakeholder management

Experience

• 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

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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Job

Senior Manager

Primary Location

India-Gurugram

Schedule

Full-time

Education Level

Bachelor's / Graduation / Equivalent

Job Posting

Feb 16, 2023, 2:00:51 PM

Unposting Date

Ongoing

Master Skills List

Operations

Job Category

Full Time