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 Management Trainee (Training Lead ) -Trust and Safety  – English
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

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.