Manager-Business Training & Call Quality
Genpact
5 - 10 years
Hyderabad
Posted: 3/5/2025
Job Description
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
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.
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