Manager Customer care 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 an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead. Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today. Get to know us at and on LinkedIn X YouTube and Facebook.

We are inviting applications for 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

Provides support to the operations team as well as for the trainers for knowledge transfer and training plans

Own internal & client QA calibration sessions and drive next steps

Accountable for time to effectiveness of meeting quality scores

Provides guidance to trainers in training content creation

Provide insights for business improvement with respect to quality hygiene

Shares guidelines in preparation of process maps

Validates knowledge transfer

Provides support for any process-level issue / risk mitigation

Ensures process and contextual training success criteria are met

Ensure all operating resources achieve desired knowledge benchmarks

Share RCAs plan of action with required coverage on escalations with Genpact and client stake holders

Help disseminate regular quality updates in the form of emails and huddles on the floor

Accountable for bottom quartile management (BQM) on quality scores

Monitors coaches and gives feedback to trainers Qualifications we seek in you!

Qualifications we seek in you!

Minimum Qualifications / Skills

Bachelors degree (Any)

Extensive knowledge of Customer Care

Should have been a part of the training and or quality function or holding a training and quality assurance experience

Good communication skills should be in a position to handle multiple stakeholders Preferred qualifications

Good Communication & leadership skills

Should be able to mentor & coach the Quality Analysts and Trainers

Self-starter & strong people connect

Good excel & PPT skills

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.

Required Experience :

Manager

Key Skills

Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing

Employment Type : Full-Time

Experience : years

Vacancy : 1