Process Developer
Genpact
2 - 5 years
nan
Posted: 3/5/2025
Job Description
Responsibilities
Identify focus teams each month and provide/develop materials to be used for necessary coaching and training to improve the overall team/collector performance.
Identify the training requirements and any skill gaps of team members.
Monitor and Evaluate calls/chat transcripts using evaluation standards and forms mandated by the client
Analyze evaluated calls and identify gaps that impact KPIs
Conduct and facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance.
Liaise with the customer to maintain an up-to-date learning repository database on procedures and products available
Develop and implement of training strategies that will impact site CQ metrics, decrease defects and regulatory violations, and other key performance metrics.
Ensure partnership with other departments/teams to achieve all deliverables/responsibilities assigned.
Work closely with other members of the Training and Call the Quality team to ensure effective implementation of programs and initiatives under the general direction of the Training Leader
Create training documentation/learning documents and a monthly training calendar
Conduct PKT (Process Knowledge tests) as per the agreed schedule
Provide running reporting and presentations for the customer or internal purposes
Support process improvements. Lean six sigma Projects
Other assigned tasks as required by the business
Qualifications
Minimum qualifications
Ability to train and transfer knowledge
Strong personal and interpersonal skills
Comfortable presenting to a group and providing coaching/feedback
Excellent analytical skills
Able to work with minimal supervision
Intermediate, computer skills with the ability to navigate multiple windows applications and use searching tools to find information
Working knowledge of Microsoft Office Applications (Word, PowerPoint, Excel)
Preferred qualifications
Previous experience as a trainer/ junior supervisor would be an advantage
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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