Training and Quality: Knowledge Specialist Lead w/ Tech Support Experience

Ready to shape the future of work?

At Genpact, we don't just adapt to change—we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at  and on LinkedIn, X, YouTube, and Facebook.

We are inviting applications for the role of Assistant Manager – Trust & Safety

We are seeking a skilled Knowledge Specialist with a 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.

Responsibilities

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.

Qualifications we seek in you

Minimum qualifications

·       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). Excel skills are a plus.
• Analytical Skills: Proven track record of analyzing complex data sets to draw actionable insights and drive process improvements.
• Communication: 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.

Preferred qualifications

·       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.

Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation 

• Make an impact – Drive change for global enterprises and solve business challenges that matter

• Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities 

• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day 

• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress 

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Let's build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, s*x, ag*, 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.

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.