Manager-Business Training & Call Quality
- Genpact
- 3 to 7 Yrs
- Hyderabad
- 5 months ago
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Job Description
- As a Manager- Business Training & Call Quality at Genpact, you will play a crucial role in supporting the organization's strategy to drive business growth through training and call quality improvement initiatives. Your responsibilities will include providing support to the operations team and trainers for knowledge transfer and training plans, conducting internal and client QA calibration sessions, and ensuring time to effectiveness in meeting quality scores. You will also be accountable for guiding trainers in training content creation, providing insights for business improvement related to quality hygiene, and validating knowledge transfer. Additionally, you will be responsible for addressing process-level issues and risk mitigation, ensuring training success criteria are met, and helping disseminate regular quality updates to stakeholders. To excel in this role, you are required to have a Bachelor's degree with extensive knowledge of Customer Care. You should have experience in the training and/or quality function, possessing good communication skills to engage with multiple stakeholders effectively. Being a self-starter with strong people connect abilities is essential, along with proficiency in mentoring and coaching Quality Analysts and Trainers. Strong skills in Excel and PowerPoint are also necessary. Preferred qualifications include experience in supporting Tech/Semi Tech processes, the ability to work effectively under pressure, and manage multiple projects simultaneously. If you are looking for a challenging opportunity to contribute to the growth and success of a global professional services firm, then this role at Genpact could be the perfect fit for you. Join us in our mission of creating lasting value for clients and shaping a better future for people around the world.,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Manager-Business Training & Call QualityContact Details:
Company: GenpactLocation(s): Hyderabad+ View Contact
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