Front Line Manager - T&S - Training Quality & Policy 4A

Front Line Manager - T&S - Training Quality & Policy

Ready to turn bold ideas into real-world impact?
 At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
 
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. 
 
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
 Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Responsibilities: Oversee and manage the performance of the Training and Policy team, ensuring alignment with client expectations and KPIs. Develop and implement proactive training strategies to enhance agent quality, onboarding effectiveness, and overall operational performance. Collaborate with Policy POCs and clients to identify gaps, prioritize improvements, and optimize knowledge management tools and resources. Conduct root cause analysis of new hire performance, recommend targeted training interventions, and update training materials accordingly. Lead classroom observations, Gage RnR sessions, and quality calibration exercises to ensure consistent delivery standards across trainers and teams. Coordinate and manage end-to-end training programs, including planning, design, development, delivery, and evaluation, while ensuring effective knowledge transfer and sign-off processes. Utilize insights, industry trends, and cross-functional collaboration to continuously improve training content, policies, and processes, supporting a high-quality, compliant, and scalable Trust & Safety operation.

Qualifications

Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics

Certifications

Certified Professional in Learning and Performance Certification (CPLP) - SC. Stefconsult SRLSC. Stefconsult SRL, EMS Technical Expert - Celonis AcademyCelonis Academy

Required Skills

Client Relations, Commercial Excellence, Conceptual Designs, Content Management, Content Strategy, Critical Thinking, Customer Service, Data Analytics, Data Consulting, Data Management, Data Science, Digital Content Creation, Lean Six Sigma (LSS), People Leadership, Quality Assurance (QA), Quality Management, Risk Management, Stakeholder Management, Statistical Models, Strategic Planning, Trust and Safety

Language

English (Required)

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

T&S - Training Quality & Policy

Remote Type -

Office

Work Shift -

Night Job (India)

Why join Genpact?
•    Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
•    Make an impact – Help global enterprises solve business challenges that matter 
•    Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
•    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 140,000+ coders, 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.