Senior Manager - Training and Quality Manager - Quality Control/Quality Consultant – Trust & Safety
Genpact
5 - 10 years
Hyderabad
Posted: 4/15/2025
Job Description
Responsibilities
:Strategic Leadership for Training and Quality:
o Develop and execute a holistic training and quality strategy aligned with the overall objectives, client expectations, and industry best practices.
o Establish clear goals, objectives, and key performance indicators (KPIs) for both training effectiveness and quality performance.
o Champion a culture of continuous learning, quality improvement, and proactive problem-solving.
Training Needs Analysis and Program Development:
o Lead the identification of training needs and skill gaps within the quality control and consultant teams, collaborating with operational leaders and subject matter experts.
o Design, develop, and maintain engaging and effective training programs, curricula, and learning resources, including onboarding, upskilling, and specialized quality methodologies.
o Ensure training content is accurate, up-to-date, and aligned with global quality standards, processes, and client-specific requirements.
o Leverage diverse training methodologies, including instructor-led (in-person and virtual), e-learning, simulations, and on-the-job training.
Training Delivery and Facilitation Oversight:
o Oversee the delivery of training programs, ensuring consistency, quality, and effectiveness.
o Coach and mentor trainers within the team (if applicable) and ensure adherence to best training practices.
o Monitor training effectiveness through assessments, feedback mechanisms, and performance data.
Quality Assurance Framework Management:
o Lead the development, implementation, and continuous improvement of robust quality assurance frameworks, methodologies, and standards.
o Define quality control processes, audit procedures, and performance benchmarks.
o Ensure the consistent application of quality standards across all relevant operational workflows.
Quality Monitoring and Performance Analysis:
o Oversee the collection, analysis, and interpretation of quality data to identify trends, root causes of errors, and areas for improvement.
o Establish and maintain comprehensive quality reporting mechanisms for internal and external stakeholders.
o Drive the use of data-driven insights to inform training content and quality improvement initiatives.
Continuous Improvement and Innovation:
o Lead and champion continuous improvement initiatives across the process, integrating training and quality insights to drive process optimization.
o Promote the adoption of quality methodologies (e.g., Lean, Six Sigma) and tools.
o Foster a culture of innovation in both training delivery and quality assurance practices.
Stakeholder Management and Collaboration:
o Serve as a key point of contact and subject matter expert for training and quality-related matters for internal stakeholders, clients, and external auditors.
o Collaborate effectively with operational leaders, HR, training teams, and quality analysts to ensure alignment on goals and initiatives.
o Communicate effectively on training plans, quality performance, and improvement outcomes to relevant stakeholders.
Team Leadership and Development:
o Lead, mentor, and develop a team of trainers and potentially quality analysts/consultants.
o Set clear performance expectations, provide regular feedback, and conduct performance reviews.
o Foster a positive, collaborative, and high-performing team environment.
o Identify training and development needs within the team and facilitate relevant opportunities.
Budget Management and Resource Planning (for Training and Quality functions):
o Manage the budget for the training and quality functions effectively.
o Participate in resource planning and forecasting to ensure adequate staffing and resources to meet training and quality objectives.
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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