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 Senior Manager - Training and Quality Manager - Quality Control/Quality Consultant – Trust & Safety
We are seeking a highly skilled and experienced Training and Quality Manager to lead and integrate our training and quality assurance efforts. In this critical leadership role, you will be responsible for developing and implementing comprehensive training programs for our Quality Control Analysts and/or Quality Consultants, while also driving the strategy and execution of quality assurance initiatives across our operational teams. You will be a key driver in fostering a culture of continuous learning, quality excellence, and operational efficiency within the process.
Responsibilities:
o Develop and execute a holistic training and quality strategy aligned with the overall objectives, client expectations, and industry best practices.
o Establish clear goals, objectives, and key performance indicators (KPIs) for both training effectiveness and quality performance.
o Champion a culture of continuous learning, quality improvement, and proactive problem-solving.
o Lead the identification of training needs and skill gaps within the quality control and consultant teams, collaborating with operational leaders and subject matter experts.
o Design, develop, and maintain engaging and effective training programs, curricula, and learning resources, including onboarding, upskilling, and specialized quality methodologies.
o Ensure training content is accurate, up-to-date, and aligned with global quality standards, processes, and client-specific requirements.
o Leverage diverse training methodologies, including instructor-led (in-person and virtual), e-learning, simulations, and on-the-job training.
o Oversee the delivery of training programs, ensuring consistency, quality, and effectiveness.
o Coach and mentor trainers within the team (if applicable) and ensure adherence to best training practices.
o Monitor training effectiveness through assessments, feedback mechanisms, and performance data.
o Lead the development, implementation, and continuous improvement of robust quality assurance frameworks, methodologies, and standards.
o Define quality control processes, audit procedures, and performance benchmarks.
o Ensure the consistent application of quality standards across all relevant operational workflows.
o Oversee the collection, analysis, and interpretation of quality data to identify trends, root causes of errors, and areas for improvement.
o Establish and maintain comprehensive quality reporting mechanisms for internal and external stakeholders.
o Drive the use of data-driven insights to inform training content and quality improvement initiatives.
o Lead and champion continuous improvement initiatives across the process, integrating training and quality insights to drive process optimization.
o Promote the adoption of quality methodologies (e.g., Lean, Six Sigma) and tools.
o Foster a culture of innovation in both training delivery and quality assurance practices.
o Serve as a key point of contact and subject matter expert for training and quality-related matters for internal stakeholders, clients, and external auditors.
o Collaborate effectively with operational leaders, HR, training teams, and quality analysts to ensure alignment on goals and initiatives.
o Communicate effectively on training plans, quality performance, and improvement outcomes to relevant stakeholders.
o Lead, mentor, and develop a team of trainers and potentially quality analysts/consultants.
o Set clear performance expectations, provide regular feedback, and conduct performance reviews.
o Foster a positive, collaborative, and high-performing team environment.
o Identify training and development needs within the team and facilitate relevant opportunities.
o Manage the budget for the training and quality functions effectively.
o Participate in resource planning and forecasting to ensure adequate staffing and resources to meet training and quality objectives.
Qualifications we seek in you!
Minimum Qualifications
Preferred Skills:
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. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube. 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.
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