Process Developer

3 weeks ago

Muntinlupa, Philippines Genpact Full time

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 Customer Care

In this role, you will be responsible for delivering and facilitating training through a variety of delivery methods across new hires and tenured participants.

Responsibilities
  1. Identify focus teams each month and provide/develop materials to be used for necessary coaching and training to improve the overall team/customer service performance.
  2. Identify the training requirements and any skill gaps of team members.
  3. Monitor and evaluate calls using evaluation standards and forms mandated by the client.
  4. Analyze evaluated calls and identify gaps that impact KPIs.
  5. Conduct and facilitate synergy sessions/team huddles to communicate updates and WTD/MTD performance.
  6. Liaise with the customer to maintain an up-to-date learning repository database on procedures and products available.
  7. Develop and implement training strategies that will impact site CQ metrics, decrease defects and regulatory violations, and other key performance metrics.
  8. Ensure partnership with other departments/teams to achieve all deliverables/responsibilities assigned.
  9. Work 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.
  10. Create training documentation/learning documents and a monthly training calendar.
  11. Conduct PKT (process knowledge test) as per the agreed schedule.
  12. Provide running reporting and presentations for the customer or internal purposes.
  13. Support process improvements and Lean Six Sigma projects.
  14. Other assigned tasks as required by the business.
Qualifications Minimum qualifications
  1. Ability to train and transfer knowledge.
  2. Strong personal and interpersonal skills.
  3. Comfortable presenting to a group and providing coaching/feedback.
  4. Excellent analytical skills.
  5. Able to work with minimal supervision.
  6. Intermediate computer skills with the ability to navigate multiple windows applications and use searching tools to find information.
  7. Working knowledge of Microsoft Office Applications (Word, PowerPoint, Excel).
Preferred qualifications
  1. Previous experience as a trainer/junior supervisor would be an advantage.
  2. Experience in creating training documentation, standard operating procedures, and learning repository.

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 X, Facebook, LinkedIn, and YouTube.

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