Assistant Manager Trust and Safety AM training for CO

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 Assistant Manager Training Lead- Content Review

In this role you will be responsible to support businesses manage knowledge effectively Manage Quality Metric for the process upskill of employees in terms of domain provide industry trained resources at lower cost to business creating & delivering modules on Communication Excellence & Customer Centric Behaviour.

Responsibilities

Provide an overview of performance of Training team on bi-weekly basis

Oversee performance of the trainers performance of new hire on-boarding and reporting to Client Training Team

Develop proactive training strategies to improve quality metrics of the agents

Perform root cause analysis of the accuracy of new hire performance during the on-boarding process. Assess mid and low quartile knowledge gaps to recommend targeted training needs and provide improvement recommendations for any training material or policy

Oversee certification of the Training team and Senior Agents (Senior Agent) in liaison with their Business Partner

Conduct monthly class observations of the trainers

Discuss / review with Client trainers on class observation process

Ensure adherence of Training Team Key Performance Indicators

Attend all Train the Trainers and training related meetings with Facebook training team

Attend and participate on Quality Calibration Session

Attend Weekly Business Reviews and Monthly Business Reviews

Support the planning scheduling and coordination of all required training for their sites

Manage all aspects of the training program including planning design development implementation delivery and evaluation in liaison with their Business Partner.

Identify appropriate training curricula for strategic training initiatives ensuring that training is appropriate to the training audience and designed to fulfil requirements with the optimal delivery methodology

Ensure complete accurate and timely data collection and communication by trainers

Develop and coordinate the execution of the on-boarding plans as well as the targeted training plans

Monitor new hire knowledge before and after training to help determine follow up training require

Qualifications we seek in you

Minimum qualifications

Any graduate / Post Graduate degree or equivalent with a solid academic record

Relevant experience in the BPM / Service Industry with good experience in a Training / Quality Learning & Development role communication and customer experience improvement programs

Preferred qualifications

Experience in a training leadership role in an Operations environment previous min. relevant work experience in a training delivery role preferably in an international environment

Good knowledge of Quality / Process Improvement techniques

High level of energy drive enthusiasm initiative and commitment

Excellent communication consulting influencing and interpersonal skills.

Proven track record of collaborating with cross-functional groups to produce results

Passion for ensuring a world class support experience for our community

Demonstrated ability to perform well in a rapidly changing environment and across multiple sites / teams

Learning and Development Certificate is a plus

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

Car Driving,Apache,Import,Back Office Operations,Accident Investigation

Employment Type : Full-Time

Experience : years

Vacancy : 1