Assistant Manager - Quality Team
- Genpact India
- 3 to 6 Yrs
- Noida, Gurugram
- 4 years ago
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Job Description
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. Now, we re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Are you the one that we are looking for
Inviting applications for the role Quality ManagerTo support IT Service Desk by managing training delivery services for the business and promote learning opportunities for the business thus ensuring continuous improvement.
Responsibilities:- Evaluate needs of the business and plan training programs accordingly.
- Manage a team of trainers/process coaches to ensure effective training delivery.
- Ensure effective knowledge retention and implementation.
- Drive consistency in standards of training delivered.
- Development of training programs and resources to support service objectives at interpersonal, business unit, team and individual level.
- Assignment and monitoring of mentors during the Hypercare/shadow period
- Access control check - Application and Tools access to be the training group/batches
- Analyze skill gaps and performance improvement opportunities.
- Ensure all supporting SMEs are up skilled on a periodic basis and basic training hygiene is maintained (tracking and reporting out performance, tracking performance of new hires through training and Hypercare period).
- Ticket audit & action plan creation & tracking
- Provide constructive feedback to participants and collaborate with department managers and team leaders to ensure that mentor and development provided is reinforced through ongoing performance management.
- Moderate call calibration sessions with SMEs.
- Group barge sessions with the team members
- Liaise with aligned Knowledge Manager to ensure up to date SOP availability and to ensure that the KM governance process in followed rigorously.
- Review Negative VOCs and action Plan/Survey response
- Problem Management and Root Cause Analysis
- Drive SIPs for Major projects
- Ensure all training evidence documents (reports, dashboards & emails) are readily available and accessible for audit perspective - exception emails to be readily available wherever applicable.
- Hold weekly reviews with all coaches and Ops team to check progress and highlight challenges / help required if any to ensure smooth functioning from a training standpoint.
- Participate in governance calls with partners to highlight training activities undertaken, report out progress from a training standpoint, seek inputs from and act upon the same accordingly.
- Collaborate closely with external training providers and informative institutions to identify appropriate external training solutions as and when needed.
Behavioral/ Personality Specifications required -
- Good interpersonal skill
- Excellent customer / partner relations
- Excellent people leadership skills
- Able to work optimal under pressure
- Good analytical and problem solving skills
- Strong communicator with ability to build consensus while driving process forward.
- Change Agent
- Should have extensive experience in a people management role
- Leadership quality and ability to supervise and guide the employees
Preferred Professional Certifications -
ITIL V3 Foundation certifiedGenpact 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.
,Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: IT Operations / EDP / MISFunctional Area: Not ApplicableRole/Responsibilies: Assistant Manager - Quality TeamContact Details:
Company: Genpact IndiaLocation(s): Noida, Gurugram
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Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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