Management Trainee - CSAT Assurance Lead

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 genpact.com and on LinkedIn, X, YouTube, and Facebook.

We are inviting applications for the role Customer Satisfaction Assurance Lead, Management Trainee

Responsibilities
.Own the end-to-end CSAT assurance process for a designated agent group (1 CSAT
.Assurance Lead : 50 Agents), ensuring focus on customer satisfaction metrics and
.quality performance.
.Scrub and analyze DSAT responses to identify root causes of negative CSAT and drive corrective actions.
.Partner with frontline managers and agents to provide targeted coaching aimed at
.improving CSAT outcomes.
.Proactively escalate recurring trends, process gaps, and systemic issues impacting
.customer satisfaction to leadership and relevant stakeholders.
.Act as a Subject Matter Expert (SME) on CSAT measurement, feedback mechanisms,
.and agent performance standards.
.Collaborate with internal teams and clients to implement CSAT improvement initiatives and refine feedback loops.
.Track CSAT metrics, coaching effectiveness, and improvement trends through structured reporting and dashboards.
.Conduct workshops, huddles, and feedback sessions for agents to reinforce CSAT best practices and continuous improvement.

Requirements:
.Proven experience in quality assurance, customer satisfaction management, or agent performance coaching across multiple roles.
.Strong analytical skills to scrub DSAT data, identify patterns, and provide actionable insights.
.Ability to coach and mentor agents proactively, translating CSAT data into measurable performance improvements.
.Comfortable serving as an SME on CSAT processes and ools, with the ability to guide teams across multiple functions.
.Excellent communication, critical thinking, and problem-solving skillsto address
.agent performance and customer experience challenges.
.Strong organizational skills, with the ability to manage multiple agents (1:50) and prioritize escalations effectively.
.Experience with process improvement initiatives, trend analysis, and operational reporting.
.Proficiency in Google Workspace and Microsoft Office for reporting, analysis, and stakeholder communication.

Qualifications we seek in you!
Minimum qualifications
.Graduate degree required.

Preferred Qualifications
.High energy, drive, enthusiasm, and initiative.
.Ability to collaborate with diverse stakeholders to deliver
.Strong public speaking and large audience management skills.
.Flexibility with working hours and shifts as needed.
.Strong ownership and accountability for CSAT outcomes.
.Proficient in Google Workspace and Microsoft Office.
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 %27starter kit,%27 paying to apply, or purchasing equipment or training.