Management Trainee - Process Trainer

Job Description

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

We are inviting applications for the role of Process Trainer, Customer Service-Voice.
In this role, you would be responsible for taking NHT batches on process/ product and floor support by doing call monitoring & feedback, conducting TNI/TNA (Training Needs Identification & Analysis), taking refresher sessions, driving PKT, etc. You will also be responsible for leading client reviews, sharing reports and dashboards.

Responsibilities

• Respond to customer queries and customers concerns
• Demonstrate effective, clear, and professional written and oral communication
• Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
• Actively seek solutions through logical reasoning 
• Demonstrates strong problem-solving capabilities and assist customers in case of any issues
• Provide excellent customer service to our customers
• Responsible to exhibit a capacity for critical thinking and analysis
• Responsible to showcase proven work ethic, with the ability to work well both independently and within the context of a larger collaborative environment
• Basic knowledge of how digital payments work required

Qualifications we seek in you

Minimum qualifications

• Any Graduate / Postgraduate
• TTT Certification through Client TTT sessions is a mandate

Preferred qualifications

• Candidate should have worked as Trainer (Prev Work Experience)
• MS Office skills required (Excel, PPT, word etc.)
• Should be able to handle work pressure
• Should be able to take New Hire Training & do Floor Support
• Should be able to conduct TNA/TNI, refresher training and Process Knowledge Test
• Excellent E-Mail writing skills required
• Excellent communication skills & client management required
• Should be able to do Call Monitoring and Feedback
• Should be able to share quality & performance dashboards with clients
• Understanding of banking/ financial products
• Ability to manage & prioritize deliverables
• Ability to learn and apply new processes and tools

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, colour, 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 diversity and inclusion, respect and integrity, customer focus, and innovation.