Senior Manager - Training & Quality - Customer Service

Genpact is a global professional services and solutions firm committed to delivering outcomes that shape the future. With a workforce of over 125,000 individuals spanning across 30+ countries, we are fueled by our innate curiosity, entrepreneurial agility, and dedication to creating lasting value for our clients. Our purpose, which is the relentless pursuit of a world that works better for people, drives us to serve and transform leading enterprises, including the Fortune Global 500, by leveraging our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. We are currently seeking applications for the position of Senior Manager- Business Training & Call Quality. In this role, you will play a crucial part in supporting the overall organizational strategy by facilitating the business's growth through training and call quality improvement initiatives. You will be responsible for developing and managing the performance of the training and quality team. Responsibilities: - Drive consistency and promote the sharing of best practices in Standard Training Practices across all domains, verticals, and LOBs. - Stay updated with all systems, products, and services to continuously enhance the team's skills. - Identify and analyze knowledge/skill gaps and performance improvement opportunities, and determine relevant training needs in consultation with Ops Leaders, including the methods of assessment and measurement systems involved. - Conduct training sessions using modern methodologies that align with company standards. - Manage a team of QA and trainers with the assistance of leads. - Execute lean six sigma projects efficiently. - Possess excellent knowledge of quality tools, sampling methodology, correlation study, TNMs, etc. - Exhibit strong facilitation skills and confidence in dealings. - Manage clients and internal stakeholders effectively. Qualifications we seek in you: Minimum Qualifications/ Skills: - Bachelor's degree (Any). - Demonstrated experience in leading a team in the Training/Quality/Customer Experience function in a managerial capacity. - Previous experience in leading teams and collaborating with multiple business partners and domains, with an advantage in Hitech and Customer service domains. - Experience in spearheading and implementing innovative projects. - Previous exposure to process training and/or quality teams is a plus. Preferred Qualifications/ Skills: - Prior experience in supporting Tech/Semi-Tech processes (preferred). - Ability to thrive under pressure and manage multiple projects simultaneously. Join us in our mission to create a world that operates better for everyone. Apply now for the Senior Manager position at Genpact and be part of a dynamic and innovative team dedicated to shaping the future of professional services and solutions. Job Details: - Job Title: Senior Manager - Primary Location: India-Hyderabad - Schedule: Full-time - Education Level: Bachelor's/ Graduation/ Equivalent - Job Posting Date: Apr 2, 2025, 7:28:16 AM - Unposting Date: Ongoing - Master Skills List: Operations - Job Category: Full Time,