Process Developer

15 Applied
Job Description

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

Transformation happens here. Come, be a part of our exciting journey!

Are you the one we are looking for
Inviting applications for the role of Call quality Coach!

The positions operate in a dynamic and deadline driven environment and are well suited to those with strong processing skills and a positive, &lsquocan do attitude. The candidate must also be willing to work flexible and varying shifts through the year and also must react positively and effectively to needs of handling volume spikes (usually at quarter & Year ends)

Responsibilities and Duties

. Conduct audits/Monitoring through all channels & Share quality feedbacks

. Conduct Process training & manage the training batch end to end

. Utilize effective presentation and facilitation skills including creative training techniques and accelerated learning techniques using a variety of training delivery modalities in a classroom/virtual environment

. Conduct group trainings and individual coaching and knowledge assessment to new and existing agents with the objective to ensure good process Knowledge

. Drive efficiency for Key SLAS In academy batches

. Focused approach on driving Customer experience

. Track compliance for the process

. Conduct Morning Huddles/Process Refreshers

. Ensure all necessary Reporting is done daily & timely

. Exceptional Time management skills

. Sound understanding of customer Service & NPS

. Should be able to handle pressure situations and willingness to learn

. Ability to Deep dive into our operational insights to identify opportunities, themes, and gaps to upskill team performance on Customer Experience

. Person with strong learning acumen

. Person who is willing to learn and motivate other to learn

. Someone who can make learning fun for employees


. Graduate or equivalent

. Should possess excellent verbal, written & interpersonal communication skills

. Must have excellent soft skills to create a good customer experience

. Strong computer knowledge & Microsoft Office skills/Presentation Skills

. Needs to be good at multitasking

. Should Possess good people management skills

. Prior experience as a Call quality Coach with Banking & Credit card Knowledge in an International Process & Should be flexible with the shift timings & week offs
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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Job Source:

Genpact is an American professional services firm legally domiciled in Bermuda with its headquarters in New York City, New York. The company currently employs more than 100,000 people and provides services to clients in over 30 countries worldwide

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