Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for Assistant Managers (QTP) - Trust & Safety
In this role, you will support the overall organization’s strategy and help the business grow through its training and quality improvement initiatives, and develop and handle the performance of the training and quality team
Responsibilities
• Spearhead training initiatives using contemporary principles and assessment methodology which are aligned with company and customer standards
• Coordinate and manage training venues and logistics, as required, to achieve efficient training delivery
• Responsible for maintaining and publishing Training and Quality reports with internal and external business partners
• Drive consistency and Best Practice-sharing of standard Training and Quality practices across domains and LOBs aligned
• Maintain up-to-date knowledge of systems and tools, products and services to upskill the team continuously
• Identify and analyze knowledge/skill gaps and initiate process improvement to address these
• Strengthen knowledge management across LOBs within GNW (SOP gaps, update dissemination, etc.)
• Actively pursue initiatives that aid team members in achieving individual and team Key Performance Indicators
• Work in tandem with the Overall Lead, Operations Lead and peers to identify and address performance and developmental opportunities
• Manage and develop direct reports
• Ability to foster and support a diverse team environment across differences (race, age, gender, sexual orientation, etc.)
• Perform weekly/random trending-based mentorship/monitoring/tracking to manage team member’s performance, training needs analysis
• Lead all aspects of PKT Governance, monitor and track results, and interventions (coaching, refreshers, etc.)
• Other Training and Quality related deliverables, as assigned
Qualifications we seek in you!
Minimum Qualifications
• Relevant experience in business / product training, and proven customer service experience
• Experience in handling multiple business partners and domains is a plus
• Experience in leading and implementing innovative projects
• Ability to stay focused under pressure, prioritizing and managing multiple projects simultaneously in a fast-paced environment.
Preferred Qualifications
• Domain expertise in any of the following – Financial, Customer Service and Collections is a great advantage
• Previous experience in process training and/or quality team will be a plus
• BA/BS in technical discipline or equivalent experience
• Experience with localization platforms, file formats and CAT tools – such as SDL Trados Studio, Idiom WorldServer, or any similar in-house localization tools and platform that manages and/or automates the translation workflow.
• Knowledge of standard web technologies such as PHP, XHTML, CSS, JavaScript and accessibility
• Engineering and/or hands-on programming experience
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, colour, 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. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.
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.
