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 Assistant Manager, Quality Assurance

Responsibilities
• Research, plan, organize and help conduct training programs related to NHO, sales process/operations, and professional skills.
• Create SOPs and related materials for new training programs
• Assess effectiveness of current and proposed programs and make recommendations for program/content changes or improvement
• Leverage existing Genpact learning resources to effectively meet business objective.
• Assist with preparation and administration of training programs.
• Act as primary point of contact for attendees and departmental representatives at programs
• Maintain attendance and payroll reporting for new hires
• Report training scores and identify knowledge gaps
• Generate communications regarding training opportunities
• Coordinate training rooms, necessary equipment, and training materials
• Develop, maintain, and track employee training records
• Convert existing programs to web based or virtual classroom programs for distance learning
• Fulfill project management responsibilities – achieve results with teams.
• Onboard trainees in processes, Client Voice, and products through the License to Operate completion.
• Conduct business and team member reviews on a weekly basis with all internet consultants individually to build more effective communications, bring focus to alignment of activity and outcomes, understand training and development needs, and to provide insight for the improvement individual consultant performance
• Partner with Supervisors to ensure a seamless transition to the operations team. This includes summarizing developmental strengths and opportunities for each individual internet consultant.
• Communicate with operations supervisor in the first 90 days to assist in development gaps
• Deliver refresher trainings and design coaching plans in partnership with Team Leaders
• Implement and give feedback on process - training programs
• Keep a pulse on the agent's knowledge and skill gaps, providing alternatives to solving them
• Keep up to date and proficient in process and products
• Monitoring call, email, chat and any other support interactions quality of personnel
• Providing feedback, coaching, and mentoring to personnel as needed, and working closely with the operation Team Leaders and personnel to meet the relevant Key Performance Indicator
• Conduct refresher training on process changes and analysis and reporting, working closely with client to update and implement quality criteria and process changes
Qualifications we seek in you
Minimum Qualifications / Skills
• Excellent communication and presentation skills.
• Classroom training experience Preferred
• Supervisory/leadership experience Preferred
• Good time management skills
• High level of professionalism, Mature, responsible self-starter
• Ability to determine the best course of action for a variety of customer issues in a time-sensitive environment
• Strong facilitation, training, and presentation skills
• Ability to deliver constructive feedback in a positive and professional manner
• Ability to identify, coach and measure critical core competencies and essential performance metrics for consultants
• Demonstrated ability to promote exceptional customer rapport and drive sales
• Proficient with MS Office suite

Preferred Qualifications/ Skills
• Experience working in a Training environment for call centers or similar industry; Knowledge of social media, mobile apps, and digital and mobile marketing.
• Knowledge of the self-serve platform, auction, and biddable form of digital advertising buying.
• Proven track record of reaching and exceeding sales goals.
• Strong communication and interpersonal skills, good at work under pressure.
• Passion for social media/entertainment marketing, and up for the challenge of building something from the bottom up
• Marketing, brand advertising, media sales, and/or online advertising experience.

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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
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.