Training and Call Quality Manager

Function: Support

Location: Alabang

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

We are inviting applications for Business Training & Call Quality Manager!

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

Responsible for all training initiatives in the program, lead, monitoring and testing of audit calls/interactions for quality and compliance parameters.
Lead a team of training managers, trainers, CQ managers, CQ analyst and compliance analyst for client and business requirements, responsible for their performance, check the checker and effectiveness processes
Recruit, lead and develop direct-reports
Monitor and report TCQ related performance dashboards, metrics etc.
Interact with client, lead discussions to ensure relevant training, quality and compliance initiatives are meeting required standards and regulatory adherence.

Drive consistency and best Practice Sharing of Standard Training Practices across all domains, verticals and LOBs
Maintain an up-to-date knowledge of all systems, products and services to up-skill the team continuously, conduct process knowledge tests across the program to drive knowledge effectiveness and reintegration processes
Identify and analyze knowledge/skill gaps and performance improvement opportunities and assess relevant training needs for in consultation with Ops Leaders, including assessment methods and measurement systems entailed
Deliver training using contemporary training and assessment methodologies which are in keeping with company standards
Organize and run training venues and logistics as required, to achieve efficient training attendance and delivery

Ensure all Training programs and Content meet the relevant business and statutory policies
Develop self and maintain knowledge in relevant field at all times.

Minimum Qualification

Minimum of 1-2 years of Training and Call Quality Management experience

Relevant experience in handling a team in the Training/Quality/Customer Experience function in supervisory / manager function
Previous experience of leading a team and working alongside multiple business partners and domains, banking and financial services domains are an advantage
Experience in leading and implementing innovative projects
Previous experience in process training and/or quality team will be a plus
Amenable to work onsite (Alabang)

Preferred Qualifications/ skills

Excellent people management and development skills
Excellent client handling skills
Has contact center experience

Open and compassionate management style
Able to encourage and lead others to achieve relevant results
Confident, articulate and clear interpersonal skills
Good at networking and building rapport across teams and regions and functions
Positive attitude at all times

Confident Orator
Excellent organizational skills

Technical skills, or knowledge

Verbally articulate

Proficient at MS Office packages: Word, PowerPoint, Excel, Outlook.
Numerically and grammatically accurate
Ability to create/innovate and run structured/customized Training Programs

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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Training/Call Quality Manager

About Genpact PH