Manager - Customer care - Training and Quality

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 and on LinkedIn, X, YouTube, and Facebook.

We are inviting applications for Manager - Business Training & Call Quality 
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 performance of the training and quality team
Responsibilities

•    Provides support to the operations team as well as for the trainers for knowledge transfer and training plans

•    Own internal & client QA calibration sessions and drive next steps

•    Accountable for time to effectiveness of meeting quality scores

•    Provides guidance to trainers in training content creation

•    Provide insights for business improvement with respect to quality hygiene

•    Shares guidelines in preparation of process maps

•    Validates knowledge transfer

•    Provides support for any process-level issue/risk mitigation

•    Ensures process and contextual training success criteria are met

•    Ensure all operating resources achieve desired knowledge benchmarks

•    Share RCAs, plan of action with required coverage on escalations with Genpact and client stake holders

•    Help disseminate regular quality updates in the form of emails and huddles on the floor

•    Accountable for bottom quartile management (BQM) on quality scores

•    Monitors, coaches and gives feedback to trainers Qualifications we seek in you

Qualifications we seek in you
Minimum Qualifications/ Skills

•    Bachelor's degree (Any)

•    Extensive knowledge of Customer Care

•    Should have been a part of the training and or quality function or holding a training and quality assurance experience

•    Good communication skills, should be in a position to handle multiple stakeholders Preferred qualifications

•    Good Communication & leadership skills

•    Should be able to mentor & coach the Quality Analysts and Trainers

•    Self-starter & strong people connect

•    Good excel & PPT skills

Preferred Qualifications/ Skills

•    Experience in supporting Tech/ Semi Tech processes (preferred)

•    Must be able to work effectively under pressure and manage multiple projects simultaneously

Why 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 'starter kit,' paying to apply, or purchasing equipment or training.