Process Developer

2 weeks ago

Quezon City, National Capital Region, Philippines Genpact Full time

Job Description - Process Developer (HEA

Process Developer - HEA011218

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 [Process Developer], [Quality Analyst]
In this role, you will be responsible in facilitating new hire training including upskilling. The task also involves ability to conduct root cause analysis, and quality data gathering which includes reports and client facing activities. This requires logical thinking and problem-solving skills with common sense to approach quality trending and tracking for both calls and correspondence as well. Other responsibilities include participating in and creating projects and reports as needed, both ad hoc and otherwise.

Responsibilities

This is a full-time role and would involve handling various tasks like the following:

• Responsible for delivering and facilitating training through a variety of delivery methods across new hire and tenured participants.

• Identify focus teams each month and provide/develop materials to be used for necessary coaching and training to improve the overall team/collector performance.

• Monitor and Evaluate calls/e-mails using evaluation standards and forms mandated by client.

• Analyze evaluated calls and e-mails and identify gaps that impact KPIs.

• Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance.

• Liaise with the customer to maintain an up-to-date learning repository database on procedures and products available.

• Development and implementation of Training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metrics.

• Ensure partnership with other departments/teams to achieve all deliverables/responsibilities assigned.

• Works closely with other members of the Training and Call Quality team to ensure effective implementation of programs and initiatives under the general direction of the Training Leader

• Create training documentations/learning documents.

• Conduct PKT (Process Knowledge tests) per agreed schedule.

• Provide running reporting and presentations for the customer or for internal purposes.

• Support process improvements, Lean/Six Sigma projects.

• Other assigned tasks as required by the business.

Qualifications we seek in you
Minimum Qualifications / Skills

• Previous experience as a trainer/ junior supervisor would be an advantage.

• Experience in creating training documentation, Standard operating procedures and learning repository is an advantage.

• Ability to train, transfer knowledge.

• Excellent written and verbal communication skills.

• Comfortable presenting to group and providing coaching/feedback.

• Working knowledge of Microsoft Office Applications (Word, PowerPoint, Excel)

For internal hires:


• Excellent attendance record

• No NI ratings in the last 3 months

• Excellent CQ or CSAT scores in the last 3 months

• Passed the PKTs in the last 3 months.

Preferred Qualifications/ Skills

• Healthcare Experience

• Experience working in a call center or TCQ role.

• Adaptability and Resilience

• Ability to multi-task and manage time effectively.

• Knowledge of Voice and Non-Voice domains would be an added advantage.

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. Get to know us at and on LinkedIn, X, YouTube, and Facebook.
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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