Manager-Business Training & Call
- Genpact
- 3 to 7 Yrs
- Hyderabad
- 10 months ago
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Job Description
- 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 the role of 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! Minimum Qualifications/ Skills Bachelor's 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. 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 Job Manager Primary Location India-Hyderabad Schedule Full-time Education Level Bachelor's / Graduation / Equivalent Job Posting Feb 20, 2025, 1:33:41 PM Unposting Date Ongoing Master Skills List Operations Job Category Full Time,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Manager-Business Training & CallContact Details:
Company: GenpactLocation(s): Hyderabad+ View Contact
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