Process Associate - Hiring Urgently

We are looking for a competitive Process Associate to join our awesome team at Genpact in Balanga City, Bataan.
Growing your career as a Full Time Process Associate is an awesome opportunity to develop relevant skills.
If you are strong in project management, leadership and have the right personality for the job, then apply for the position of Process Associate at Genpact today!

Process Associate - BFS027705

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Inviting applications for the role of Training and Call Quality Analyst – Customer Service

In this role, you will be responsible for delivering and facilitating training through a variety of delivery methods across new hires and tenured participants.

Responsibilities

• Identify focus teams each month and provide/develop materials to be used for necessary coaching and training to improve the overall team/customer service performance
• Identify the training requirements and any skill gaps of team members
• Monitor and evaluate calls using evaluation standards and forms mandated by the client
• Analyze evaluated calls and identify gaps that impact KPIs
• Conduct and facilitate synergy sessions/team huddles to communicate updates and WTD/MTD performance
• Liaise with the customer to maintain an up-to-date learning repository database on procedures and products available
• Develop and implement training strategies that will impact site CQ metrics, decrease defects and regulatory violations, and other key performance metrics
• Ensure partnership with other departments/teams to achieve all deliverables/responsibilities assigned
• Work closely with other members of the Training and Call Quality team to ensure effective implementation of programs and initiatives under the general direction of the Training Leader
• Create training documentation/learning documents and a monthly training calendar
• Conduct PKT (process knowledge test) as per the agreed schedule
• Provide running reporting and presentations for the customer or internal purposes
• Support process improvements and Lean Six Sigma projects
• Other assigned tasks as required by the business

Qualifications

Minimum qualifications

• Ability to train and transfer knowledge
• Strong personal and interpersonal skills
• Excellent attendance record
• No NI ratings in the last six (6) months
• Comfortable presenting to a group and providing coaching/feedback
• Excellent analytical skills
• No Active CAP on Quality, Behavior and/or Performance (PIP)
• Able to work with minimal supervision
• Intermediate, computer skills with the ability to navigate multiple windows applications and use searching tools to find information
• Working knowledge of Microsoft Office Applications (Word, PowerPoint, Excel)
• Undergo the process Customer service Learning Path and clear all tollgates

Preferred qualifications

• iSpeak certified
• Previous experience as a trainer/junior supervisor would be an advantage
• Experience in creating training documentation, standard operating procedures, and learning repository

Benefits of working as a Process Associate in Balanga City, Bataan:

● Excellent benefits
● Advancement opportunities
● Competitive salary