Assistant Manager

Job Description - Assistant Manager (HIG021830)

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.
We are inviting applications for the role of Assistant Manager (knowledge specialist)– Trust & Safety - English.

We are seeking a skilled Knowledge Specialist with a strong background in the BPO industry to join our team. This role will support one of the world's largest social media platforms by ensuring high standards of quality across all interactions and processes. The Knowledge Specialist will spearhead the training team and partner with multiple vendors and the client to ensure that all knowledge articles, knowledge base and documents are updated.

The knowledge specialist will play a vital role in managing the processes knowledge assets. Their responsibilities are diverse and require expertise in knowledge management, effective communication, and strategic planning. Here are the key roles and responsibilities of a knowledge specialist:

1. Knowledge management
   
   • Develop and implement knowledge management strategies to capture, store, and share organizational knowledge.
   
   • Create and maintain knowledge repositories, databases, and documentation systems.
   
   • Ensure that knowledge assets are easily accessible and up to date.
2. Content creation and curation
   
   • Liaison with the client to produce high-quality content, such as manuals, guides, and best practices, to support organizational learning.
   
   • Curate relevant information from various sources to enhance the organization's knowledge base.
   
   • Regularly update content to reflect new insights, trends, and developments.
3. Training and development
   
   • Design and deliver training programs to enhance employees' knowledge and skills.
   
   • Assess training needs and evaluate the effectiveness of training initiatives.
4. Collaboration and communication
   
   • Foster a culture of knowledge sharing by encouraging collaboration among employees.
   
   • Use collaboration tools and platforms to facilitate communication and information exchange.
   
   • Act as a liaison between different vendors to ensure seamless knowledge flow.

• Relevant experience as a Quality Analyst in a senior or auditing capacity, preferably within a BPO environment handling social media or tech accounts.
• Education: Bachelor's degree in a related field (e.g., Business Administration, Communications, or Quality Management) or equivalent experience.
• Technical Skills: Proficient in quality monitoring tools, data analysis software, and client management systems (e.g., CRM platforms). Strong Excel skills are a plus.
• Analytical Skills: Proven track record of analyzing complex data sets to draw actionable insights and drive process improvements.
• Communication: Strong verbal and written communication skills, able to convey complex findings and feedback clearly and constructively.
• Attention to Detail: High accuracy and attention to detail in reviewing evaluations, scoring, and data analysis.

• Strong background in customer service.
• Ability to work independently and collaborate with multiple vendor partners.
• Adaptability to quickly understand and incorporate changes in policies or client requirements.
• Certifications: Quality certification (e.g., Six Sigma, COPC, or ISO) preferred but not mandatory.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, colour, 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. 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.