Genpact

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 Training & Quality Manager – Assistant Manager – English – On Site Cairo!

In this role, you will be responsible for leading a team of Trainers, Subject Matter Experts & Quality Analysts. You will be expected to be owning the Knowledge Transfer, Knowledge Management & Retention function which will involve people, process, technology as it relates to Training & Quality for the business/process.

Responsibilities

• Be the primary point of contact for Trainers and Quality Analysts in respect to Training & Product Changes / Polices related matters
• Ensure seamless project implementation of any new scopes introduced/added by the client
• WBR/MBR/Bi-MBRs- own the TQP elements impressively, should be able to present deep insights, value adds, process improvement ideas and be excellent at storytelling
• Give thought leadership, direction, mentoring to the TQP team
• Plan and Manage Incentive and corrective action structure for the NH and TQP team
• Partner closely with Site lead and Ops manager and work as one team to drive performance goals
• Be a process and project expert – should become Master SME for the process- attention to details and also having vision for the big initiatives
• Handle all people related issues and bring stability to the team of trainers and quality analysts and ensure NH retention and throughput is top notch
• Work with recruitment, hiring and line managers to help constantly improve the quality of hiring- get the right mix and the right fit
• Runs a lot of coach the coach initiatives and also TTTs
• Planning & Delivery of New Hire Batches & ensure their speed to proficiency as per standards
• Work effectively with training vendors hired by Genpact ensuring we are able to put them to good use and capture ROI
• Execute Classroom Observations & make changes to add value on Classroom Delivery & Training Modules & report to stakeholders in an effective & reoccurring timely fashion
• Be a part of TTTs & design/revisit framework for Training as & when required
• Own and deliver on major process revamps & design/revisit framework for Quality & Training on an ongoing basis
• Manage dissemination of weekly/daily/hourly changes on process & track retention via PKTs(knowledge checks) & other tools
• Liaison with the Trainers to understand TNI/TNA, plan refreshers, request for additional training, content or doubts clearing from the client
• Be the primary point of contact in respect to Quality Metrics and create mechanism to build actionable insights
• Design & Execute Quality Framework to ensure a surprise free transactions processing
• Lead Gage RnR (Variation Management /Calibration) Sessions with QAs / FLMs & Ops managers to analyze & minimize variation in interpretation of the process & fix gaps by arranging refreshers/pkts for floor & leads
• Design, Develop & implement performance development & improvement programs -targeted at individual as well as group level

Qualifications we seek in you!

Minimum Qualifications / Skills

• Any Graduate, Proficient level of English -C1
• Minimum years of marketing, brand advertising, media sales, and/or online advertising experience.
• Knowledge of the self-serve platform, auction, and biddable form of digital advertising buying.
• Validated knowledge of Quality Assurance and Quality Control and associated procedures and practices within the HiTech Industry
• Prior exposure is important on Senior Client Management – Vendor Managers, CXOs
• Experience in leading the QA function for at least approx 150+ people process
• Expertise on complex data analysis & interpretations of L1/L2/L3 Data Deep Dives

Preferred Qualifications/ Skills

• A keen knack towards problem solving & art of storytelling on performance trends/qualitative insights
• Excellent relationship management and interpersonal skills to partner effectively with key Partners and leaders internally and externally
• Six Sigma Green Belt Certified

What can we offer?

• Attractive salary;
• Stable job offers - employment contract;
• Work in a multicultural environment;
• Various trainings (initiating, soft skills);
• Development Opportunities;
• Benefits (Medical Insurance, Transportation Allowance, Mobile Phone Allowance, Life Insurance

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. For more information, visit www.genpact.com . Follow us on Twitter, 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.