Training and Call Quality Manager | Alabang, Night Shift - Manila
Work set-up: 100% on-site at Alabang
Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients.Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Manager, Customer Care!
In this role, you will support the overall organization’s strategy and help the business grow through its training and call quality improvement initiatives, and develop and handle the performance of the training and quality team.
Responsibilities- Drive Pre-Process and Process Training, as directed by the Business
- Spearhead training initiatives using contemporary principles and assessment
- Coordinate and manage training venues and logistics, as required, to achieve
- Responsible for maintaining and publishing Training and Quality reports with
- Drive consistency and Best Practice-sharing of standard Training and Quality
- Maintain up-to-date knowledge of systems and tools, products and services to
- Identify and analyze knowledge/skill gaps and initiate process improvement to
- Actively pursue initiatives that aid team members in achieving individual and
- Work in tandem with the Overall Lead, Operations Lead and peers to identify and
- Manage and develop direct reports
- Ability to foster and support a diverse team environment across differences (race,
- Perform weekly/random trending-based mentorship/monitoring/tracking to
- Other Training and Quality related deliverables, as assigned
Qualifications we seek in you!
Minimum Qualifications / Skills- Relevant experience in business / product training, and proven customer service
- Experience in handling multiple business partners and domains is a plus
- Experience in leading and implementing innovative projects
- Domain expertise in any of the following – Financial, Customer Service and
- Previous experience in process training and/or quality team will be a plus
Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.