Management Trainee - QA
Genpact
0 - 3 years
Gurugram
Posted: 18/06/2025
Job Description
Responsibilities
:New Hire Trainings and Refresher Sessions: Leads NHT program in line with client provided Training content to equip new hires with required knowledge on client processes and tools. Leads the Nesting team of Customer Service & Payment Support specialists to achieve performance goals to be assessed ready for movement to Operations
Quality Monitoring: Evaluate and audit calls/ cases handled by team members to check quality health of the team, providing feedback and implementing improvement plans as necessary to bring in required improvement.
Refresher Trainings and Process Knowledge Tests: Conduct regular training sessions to enhance the skills and knowledge of the team in line with new process updates and check retention through PKTs
Compliance Assurance: Ensure all collection activities comply with industry regulations and company policies.
Reporting: Prepare and present regular reports on teams training and quality performance, challenges, and achievements to senior management.
Customer Interaction: Handle escalated customer issues and complaints, ensuring a high level of customer satisfaction during no new hire batches to stay update to date with process changes
Process Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
Adhering to client defined Process Flows: Ensuring all operations activities during customer interactions comply with relevant process flows
About Company
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
Services you might be interested in
One-Shot Campaign
Reach out to ideal employees in one shot!
The intelligent campaign for reaching out to the ideal audience to whom you can ask for help (guidance or referral).