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Inviting applications for the role of Manager, Communication Culture Trainer
In this role, you will be responsible to support businesses, manage knowledge effectively, Manage Quality Metric for the process, upskill of employees in terms of domain, provide industry trained resources at lower cost to business, creating delivering modules on Communication Excellence Customer Centric.

Responsibilities
• Conducts annual training and development needs assessment
• Work with client closely to launch any new training program without any business disruption
• Accountable for the team of Quality Auditors and own the entire range of Quality Activities
• Participate in the transition tollgate calls to ensure readiness from Knowledge Transfer standpoint
• Ensure Training Plans/ Learning Paths are adhered for all new hires
• Support SOP creations/Update Exception trackers for all new and stable processes
• Create daily/weekly dashboards on training progress during Knowledge Transfer and share it with internal external stakeholders
• Create action plan for people missing the SLAs during Pilot stage i.e. post process training completion
• Be a consultant for business and advice process improvement ideas
• Develops and monitors spending against the budget
• Obtains and/or develops effective training materials utilizing a variety of media
• Trains and coaches’ managers, supervisors and others involved in employee development efforts.
• Quarterly Refreshers on Comprehension Skills
• Plans, organizes, facilitates and orders supplies for employee development and training events.
• Develops and maintains organizational communications such as bulletin boards and newsletters to ensure employees have knowledge of training and development events and resources.
• Primary channel where they conducted these programs should be voice with secondary channel being Email/Chat
• Publishing Key News Events for trends identification
• Creating Self-Help Resources (Playbooks) that can be used by associates
• Plot TNIs in respect to Comm. Excellence customer centric behaviour
• Execute sessions on same track pre-post training quantifications report same timely regularly to relevant stakeholders
• Liaison with Trainers/QAs Training – Quality Leads to understand expectations deliver
• Handle the POC Responsibility on concerns related to Communication Customer Centricity

Qualifications we seek in you
Minimum qualifications
• Any graduate /Post Graduate degree or equivalent with a solid academic record
• Relevant experience in the BPM/ Service Industry, with good experience in a Training/Quality, Learning Development role, communication, and customer experience improvement programs
Preferred qualifications
• Effective probing skills and analysing / understanding skills
• Problem solving skills with customer centric approach Demonstrated proficiency Must be able to work on a flexible schedule (including weekend shift)
• Excellent attention to detail.
• Experience of creating content and course modules on conversations with customers and driving customer delight
• Strong Spoken Written Communication Skills
• Command over US Culture Language dialects/nuances
• Knowledge of US Political/Cultural/Social History
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 building a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.