Manager - Trust & Safety - Training & Call Quality

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