Job Description

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 genpact.com and on LinkedIn, X, YouTube, and Facebook.
We are inviting applications for the role of Senior 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

• 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
• 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 modern training and assessment methodologies which are in keeping with company standards
• Be able to manage a team of QA and trainers with the help leads
• Able to execute lean six sigma projects
• Excellent knowledge of quality tools, sampling methodology, correlation study, TNM's, etc
• Good facilitation skills / confidence
• Excellent client and internal stakeholder management

Qualifications we seek in you!
Minimum Qualifications/ Skills

• Bachelor's degree (Any)
• Proven experience in handling a team in the Training/Quality/Customer Experience function in managerial capacity
• Previous experience of directing a team and working alongside multiple business partners and domains, Hitech and Customer service domains are an advantage
• Experience in leading and implementing innovative projects
• Previous experience in process training and/or quality team will be a plus

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.

Skills Required