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 Process Developer, Customer Care
This role entails handling both Training Call Quality deliverables. This position will primarily handle process corporate trainings, access management quality audits. This is a very exciting role to hone your skills under Training Quality in unlocking your full potential in a HRO environment
Responsibilities
• Facilitate new hire, cross skill, up-skill corporate trainings
• Perform Call /Case Auditing, Monitoring and Coaching
• Conducting refreshers basis training needs
• Monitor and execute access management framework aligned with the process
• Creation of training materials per business requirements
• Transitioning team members from Training to Operations
• Create reporting dashboards on Core TCQ deliverables to stakeholders and clients
• Analyze trends on audit errors collaborate with stakeholders to meet quality SLAs
• Function as Subject Matter Expert on process with our stakeholders
• Attend and facilitate calibration sessions
• Review audit disputes
• Drive and complete lean projects to add value to the aligned account
Qualifications we seek in you
Minimum qualifications
• Prior HRO experience (voice or non-voice)
• Good communication (written and oral) and presentation skills
• Comfortable presenting to group and providing coaching/feedback
• Working knowledge of Microsoft Office Applications (Word, PowerPoint, Excel)
Preferred qualifications
• High Energy and Commitment levels
• Self-driven and self-motivated
• Good problem solving skills
• Highly Flexible
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.