Assistant Manager

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.

Inviting applications for the role of Assistant Manager, Quality Assurance

Responsibilities

•    Research, plan, organize and help conduct training programs related to NHO, sales process/operations, and professional skills. 

•    Create SOPs and related materials for new training programs 

•    Assess effectiveness of current and proposed programs and make recommendations for program/content changes or improvement 

•    Leverage existing Genpact learning resources to effectively meet business objective. 

•    Assist with preparation and administration of training programs. 

•    Act as primary point of contact for attendees and departmental representatives at programs 

•    Maintain attendance and payroll reporting for new hires 

•    Report training scores and identify knowledge gaps  

•    Generate communications regarding training opportunities 

•    Coordinate training rooms, necessary equipment, and training materials 

•    Develop, maintain, and track employee training records 

•    Convert existing programs to web based or virtual classroom programs for distance learning 

•    Fulfill project management responsibilities – achieve results with teams.  

•    Onboard trainees in processes, Client Voice, and products through the License to Operate completion. 

•    Conduct business and team member reviews on a weekly basis with all internet consultants individually to build more effective communications, bring focus to alignment of activity and outcomes, understand training and development needs, and to provide insight for the improvement individual consultant performance 

•    Partner with Supervisors to ensure a seamless transition to the operations team. This includes summarizing developmental strengths and opportunities for each individual internet consultant. 

•      Communicate with operations supervisor in the first 90 days to assist in development gaps 

•    Deliver refresher trainings and design coaching plans in partnership with Team Leaders  

•    Implement and give feedback on process - training programs  

•    Keep a pulse on the agent's knowledge and skill gaps, providing alternatives to solving them 

•    Keep up to date and proficient in process and products 

•    Monitoring call, email, chat and any other support interactions quality of personnel 

•    Providing feedback, coaching, and mentoring to personnel as needed, and working closely with the operation Team Leaders and personnel to meet the relevant Key Performance Indicator  

•    Conduct refresher training on process changes and analysis and reporting, working closely with client to update and implement quality criteria and process changes 
Qualifications we seek in you
Minimum Qualifications / Skills

•    Excellent communication and presentation skills.  

•    Classroom training experience Preferred 

•    Supervisory/leadership experience Preferred  

•    Good time management skills 

•    High level of professionalism, Mature, responsible self-starter 

•    Ability to determine the best course of action for a variety of customer issues in a time-sensitive environment 

•    Strong facilitation, training, and presentation skills 

•    Ability to deliver constructive feedback in a positive and professional manner 

•    Ability to identify, coach and measure critical core competencies and essential performance metrics for consultants 

•    Demonstrated ability to promote exceptional customer rapport and drive sales 

•    Proficient with MS Office suite

Preferred Qualifications/ Skills

•    Experience working in a Training environment for call centers or similar industry; Knowledge of social media, mobile apps, and digital and mobile marketing.  

•    Knowledge of the self-serve platform, auction, and biddable form of digital advertising buying.  

•    Proven track record of reaching and exceeding sales goals.  

•    Strong communication and interpersonal skills, good at work under pressure. 

•    Passion for social media/entertainment marketing, and up for the challenge of building something from the bottom up 

•    Good understanding of Marketing, brand advertising, media sales, and/or online advertising experience.  

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, 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.
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.