Call Quality Lead

Supervisors/Team Leaders (Call Centre & Customer Service)

With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We're harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

Now, we're calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

Inviting applications for the role of Call Quality Lead

You will play a key role in the success of our inbound and outbound banking customer service campaigns the ideal candidate should know how to evaluate and score a call on key areas that drive Call Quality and End customer experience.

Job Responsibilities:

• Listen to and observe calls made by call center agents

• Evaluate and score said calls on a pre-approved sheet

• Provide timely feedback two relevant stakeholders so that they can share feedback to provide adequate coaching to the agents

• Consistently meet or exceed deadlines and objectives

• Appropriately manage time and shows correct usage of diamond system

• Participate in cold calibration with various partners

• Complete daily weekly monthly tasks

• Ensure that all reporting is completed and published on time

Qualifications we seek in you

• Strong written and verbal communication skills to effectively provide feedback

• Strong interpersonal skills

• Strong customer service and professional skills

• Flexible to work in a shift required by business

• Will have two rounds of interview, one face to face and one simulation activity

• QA score for last three months more than or equal to 80%

• Amenable to work onsite (Quezon City)

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, s*x, *ge, 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 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.

Your application will include the following questions:

How many years' experience do you have as a Quality Lead?

Genpact (NYSE: G) is a global professional services firm that makes business transformation real. We drive digital-led innovation and digitally-enabled intelligent operations for our clients, guided by our experience running thousands of processes for hundreds of Global Fortune 500 companies. We think with design, dream in digital, and solve problems with data and analytics. We obsess over operations and focus on the details – all 78,000+ of us. From New York to New Delhi and more than 20 countries in between, Genpact has the end-to-end expertise to connect every dot, reimagine every process, and reinvent companies' ways of working. We know that rethinking each step from start to finish will create better business outcomes. Whatever it is, we'll be there with you – putting data and digital to work to create bold, lasting results – because transformation happens here. Get to know us at and on LinkedIn, Twitter, YouTube, and Facebook.

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.

We have so much in store for you

Monthly Basic SalaryMonthly Rice Subsidy (Tax Exempt)Monthly Clothing Allowance (Tax Exempt)10% Night differential for Probationary & 20% Night Differential Pay for full timePerformance based monthly variable incentive (as much as Php 4,000/month)Performance based annual salary increase18 leaves per year upon confirmation13th Month PayLife and Accident Insurance for the employeeSSS, Pag-Ibig, PhilhealthRetirement Benefit PlanHealth and Medical Insurance for the employee – with the option to enroll family member/s

There's more

Genpact also offers trainings and courses to help build your experience, knowledge and skill

Six Sigma Training and CertificationLean Training100++ Genome Training Courses

Genpact (NYSE: G) is a global professional services firm that makes business transformation real. We drive digital-led innovation and digitally-enabled intelligent operations for our clients, guided by our experience running thousands of processes for hundreds of Global Fortune 500 companies. We think with design, dream in digital, and solve problems with data and analytics. We obsess over operations and focus on the details – all 78,000+ of us. From New York to New Delhi and more than 20 countries in between, Genpact has the end-to-end expertise to connect every dot, reimagine every process, and reinvent companies' ways of working. We know that rethinking each step from start to finish will create better business outcomes. Whatever it is, we'll be there with you – putting data and digital to work to create bold, lasting results – because transformation happens here. Get to know us at and on LinkedIn, Twitter, YouTube, and Facebook.

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.

We have so much in store for you

Monthly Basic SalaryMonthly Rice Subsidy (Tax Exempt)Monthly Clothing Allowance (Tax Exempt)10% Night differential for Probationary & 20% Night Differential Pay for full timePerformance based monthly variable incentive (as much as Php 4,000/month)Performance based annual salary increase18 leaves per year upon confirmation13th Month PayLife and Accident Insurance for the employeeSSS, Pag-Ibig, PhilhealthRetirement Benefit PlanHealth and Medical Insurance for the employee – with the option to enroll family member/s

There's more

Genpact also offers trainings and courses to help build your experience, knowledge and skill

Six Sigma Training and CertificationLean Training100++ Genome Training Courses

Show more

Perks and benefits

Medical

Miscellaneous allowance

Education support

Loans

Sports (e.g. Gym)

Parking

Vision

Performance based monthly variable incentive (as m

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