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Process Improvement Manager

1 week ago

Manila, National Capital Region, Philippines Genpact Services LLC Full time

We're looking for a talented individual to take on the role of Quality Assurance Manager at Genpact Services LLC.

This role involves handling both Training & Call Quality deliverables. The primary focus will be on process & corporate trainings, access management & quality audits. This is a great opportunity to grow your skills in Training & Quality.

The key responsibilities of this position include:

  • Facilitating new hire, cross skill, up-skill & corporate trainings
  • Performing Call /Case Auditing, Monitoring and Coaching
  • Conducting refreshers basis training needs
  • Monitoring and executing access management framework aligned with the process
  • Creating training materials per business requirements
  • Transitioning team members from Training to Operations
  • Creating reporting dashboards on Core TCQ deliverables to stakeholders and clients
  • Analyzing trends on audit errors & collaborating with stakeholders to meet quality SLAs
  • Functioning as Subject Matter Expert on process with our stakeholders
  • Attending and facilitating calibration sessions
  • Reviewing audit disputes
  • Driving and completing lean projects to add value to the aligned account

You'll be expected to have:

  • A minimum of relevant experience required (voice or non-voice)
  • Good communication (written and oral) and presentation skills
  • Comfortable presenting to group and providing coaching/feedback
  • Working knowledge of Microsoft Office Applications (Word, PowerPoint, Excel)

The ideal candidate will possess high energy and commitment levels, be self-driven and self-motivated, have good problem-solving skills, and be highly flexible.