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About Genpact

Genpact began as a business process outsourcing provider and has evolved into a global professional services firm delivering solutions using data, technology, and AI. The company helps clients improve performance, create efficiencies, and enable smarter decision-making across functions like finance, supply chain, customer service, and operations.

Genpact’s mission is the “relentless pursuit of a world that works better for people,” empowering employees to innovate, grow, and make an impact.

Responsibilities

• Lead New Hire Training (NHT) programs aligned with client-provided training content to equip new hires with required knowledge of client processes and tools
• Manage and lead the Nesting team of Customer Service & Payment Support Specialists to achieve performance goals and ensure readiness for transition to Operations
• Conduct quality monitoring by evaluating and auditing calls/cases to assess team quality health
• Provide actionable feedback and implement improvement plans to drive performance enhancement
• Deliver refresher trainings and conduct Process Knowledge Tests (PKTs) to ensure skill enhancement and knowledge retention in line with process updates
• Ensure compliance of all collection activities with industry regulations and company policies
• Prepare and present regular reports on training performance, quality metrics, challenges, and achievements to senior management
• Handle escalated customer issues and complaints, maintaining high customer satisfaction during periods with no new hire batches
• Identify opportunities for process improvement and implement changes to enhance operational efficiency and effectiveness
• Ensure strict adherence to client-defined process flows during all customer interactions

Minimum Qualifications

• Strong leadership skills with the ability to inspire and guide new hire batches and production teams toward shared knowledge management and retention goals
• Excellent problem-solving and analytical skills to identify issues and develop effective solutions
• Strong verbal and written communication skills to interact effectively with team members and customers
• Ability to adapt and perform in a fast-paced, 24×7 operational environment
• Mandatory willingness to work during US hours (evening/night shifts in India) with rotational week-offs
• Relevant experience in international inbound/outbound voice processes
• Mandatory experience in Training and/or Quality roles as a Process Trainer and/or Quality Auditor
• Readiness to work 10-hour shifts (9 hours production + 1-hour break)

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Shift Timings

• US Hours (MST):
• 6:00 AM – 3:00 PM
• 7:30 AM – 4:45 PM
• 10:00 AM – 7:00 PM
• India Hours (IST):
• 6:30 PM – 3:30 AM
• 8:00 PM – 5:15 AM
• 10:30 PM – 7:30 AM

Education Qualification

• Graduate or Post Graduate in any discipline

Preferred Qualifications / Skills

• Advanced knowledge of MS Word and Excel
• Ability to perform effectively in a fast-paced environment with strict quality and timeline standards
• High integrity with strong focus on compliance
• Strong teamwork and collaboration skills

Why Join Genpact?

• Be a transformation leader working at the forefront of AI, automation, and digital innovation
• Make a meaningful impact by solving complex business challenges for global enterprises
• Accelerate your career through hands-on experience, mentorship, and continuous learning
• Collaborate with 140,000+ forward-thinking professionals worldwide
• Thrive in a values-driven culture rooted in integrity, inclusion, courage, curiosity, and incisiveness

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