TQP Lead – Assistant manager – English – On Site Bucharest
Genpact
5 - 10 years
nan
Posted: 05/03/2025
Job Description
Responsibilities
Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation in liaison with their Business Partner.
Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology
Ensure complete, accurate and timely data collection and communication by trainers
Develop and coordinate the execution of the on-boarding plans as well as the targeted training plans xvii. Monitor new hire knowledge before and after training to help determine follow-up training required
Flag resource constraints, policy issues or inconsistencies timely
Gather insights and offer policy suggestions based on the direct application of the policies
Ensure continuous improvement of resources and materials provided
Ensure effective knowledge sharing and sign off/approval processes are in place for both Training and Policy between Vendor and Client team
Liaise directly with the Client's Training team to gather/discuss/debate questions and engage with Client to obtain answers
Collaborate with quality team & policy SPOCs to gather feedback and plan refresher trainings to help improve quality of service,
Shadow agent transactions to stay up to date with product/ process changes and make necessary updates to training material
Work closely with client and internal teams to develop new or update existing training content periodically
Use market-specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our social communities / video platforms
Execute Classroom Observations & make changes to add value on Classroom Delivery & Training Modules & report to stakeholders in an effective & reoccurring timely fashion
Qualifications
Minimum qualifications
Graduation (any stream)
Customer Focus (focus on internal customers and impact on our external customers)
Bias for action (focus on results and use of intelligent risk taking)
Team Alignment (team player; supports and respects others)
Good verbal and written communication skills English C1
Preferred qualifications
Adaptability: Work effectively in a dynamic contact center environment, adapting quickly to changing priorities with a sense of urgency.
Complex Query Resolution: Resolve complex queries from customers using strong critical thinking and decision-making skills.
Exceptional Service: Provide exceptional service by building trust and strengthening relationships through empathy, active listening, and rapport building.
Multichannel Communication: Navigate multiple communication channels (phone/chat/email) to engage with customers effectively.
Professional Communication: Demonstrate clear, professional written and oral communication; listen empathetically to understand and prioritize customer needs, providing appropriate solutions.
Performance Goals: Consistently meet customer experience and efficiency (quality/productivity) goals.
Confidentiality and Compliance: Maintain high levels of confidentiality and data security standards, adhering to company policies and a commitment to exceptional service.
Problem-Solving: Seek solutions through logical reasoning and data interpretation independently.
Team Environment: Foster a positive and cooperative team environment.
Continuous Improvement: Show enthusiasm for learning and commitment to continuous improvement.
Ability to work with various IT applications
Customer service orientation
Ability to work effectively under pressure
Knowledge of MS Office
What can we offer?
Attractive salary.
Stable job offers - employment contract.
Work in a multicultural environment;
Various trainings (initiating, soft skills).
Possibility of development;
Benefits (Meal Tickets, Medical Services, Insurance, additional vacation days, partner discounts).
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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