Management trainee

Job Description

Ready to shape the future of work
At Genpact, we don't just adapt to change-we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies most complex challenges.
If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Inviting applications for the role Quality Assurance (QA) -Management Trainee/Assistant Manager
The Quality Assurance (QA) Specialist is responsible for monitoring, evaluating, and ensuring the quality of processes and outputs within the organization. The QA Specialist will work closely with various teams to enhance performance, reduce errors, and improve overall efficiency.
Responsibilities
In this role you will be responsible for ensuring that the team meets established quality standards, providing feedback and coaching to improve individual and team performance, and maintaining compliance with company policies and procedures.
.Monitor live and recorded calls to assess performance in areas such as soft skills, product knowledge, call handling, adherence to processes, and compliance requirements
.Collaborate with training and operations teams to identify performance gaps and recommend improvement initiatives
.Track and report on quality trends and key performance indicators (KPIs) regularly
.Identify trends, gaps, and areas of improvement in the customer service process
.Ensure compliance with regulatory and industry standards, including data protection and customer privacy
.Deliver call quality feedback to Front Line Managers (FLMs) to support agent performance improvement
.Analyze data to identify patterns and recommend process improvements to enhance overall service quality
.Report interactions which does not comply with company policies, regulatory requirements, and industry standards.
.Update and maintain QA documentation, including evaluation forms and quality checklists
.Participate in regular calibration sessions to ensure consistency in quality evaluation across the team.
Qualifications we seek in you
Minimum Qualifications
Bachelor's degree in business, communication or a related field is preferred.
Preferred Qualifications/ Skills
.Strong analytical skills with a focus on data-driven decision-making
.Attention to detail and the ability to manage multiple tasks effectively
.Problem-solving skills and a proactive approach to identifying and resolving issues
.Customer/Participant-focused mindset with a commitment to enhancing service delivery
.Proficiency in QA methods and tools, with the ability to quickly learn new systems
.Ability to work independently and as part of a team
.Strong organizational skills with a focus on accuracy and efficiencyWhy join Genpact
.Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation
.Make an impact - Drive change for global enterprises and solve business challenges that matter
.Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities
.Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
.Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Let's build tomorrow together.Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
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 %27starter kit,%27 paying to apply, or purchasing equipment or training.

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