Operational Excellence Lead

6 days ago


Quezon City, National Capital Region, Philippines Genpact Full time
Job Description:

Genpact is a global professional services firm that delivers outcomes shaping 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 with our deep business and industry knowledge.

We are inviting applications for the role of Manager, Quality Assurance. This position entails handling both Training & Call Quality deliverables, including process and corporate trainings, access management, and quality audits.

Responsibilities
  1. Deliver High-Quality Trainings: Facilitate new hire, cross-skill, up-skill, and corporate trainings to ensure employees have the necessary skills to excel in their roles.
  2. Ensure Quality Standards: Perform call/case auditing, monitoring, and coaching to maintain high-quality standards and identify areas for improvement.
  3. Analyze Trends and Drive Improvements: Conduct trend analysis on audit errors and collaborate with stakeholders to meet quality SLAs, drive lean projects, and add value to aligned accounts.


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