TQP Lead – Assistant manager – English – On Site Bucharest Bucharest

TQP Lead – Assistant manager – English – On Site Bucharest
Bucureşti
Bucharest, Bucharest, Romania

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125, 000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.  

Inviting applications for the role of TQP Lead – Assistant manager – English – On Site Bucharest

The Associate/ Team Member serves as the primary liaison between our client and the customers, delivering timely and accurate operational support to them. This role is pivotal in enhancing the experience of the customers, requiring a strong track record in customer service. The Associate / Team Member addresses customer issues efficiently, collaborates with other stakeholders, and adheres to service level agreements for phone, chat, and/or email communications. Additionally, the role involves contributing to a positive team environment and driving process improvements.

 

Perform operational tasks within Customer Servicing area. Resolution of tasks accurately and efficiently to achieve the fixed service level target. Coordinating all required continuous improvement actions.

Responsibilities

• Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation in liaison with their Business Partner.  

• Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology

• Ensure complete, accurate and timely data collection and communication by trainers 

• Develop and coordinate the execution of the
- boarding plans as well as the targeted training plans xvii. Monitor new hire knowledge before and after training to help determine
- up training required

• Flag resource constraints, policy issues or inconsistencies timely

• Gather insights and offer policy suggestions based on the direct application of the policies

• Ensure continuous improvement of resources and materials provided

• Ensure effective knowledge sharing and sign off/approval processes are in place for both Training and Policy between Vendor and Client team

• Liaise directly with the Client's Training team to gather/discuss/debate questions and engage with Client to obtain answers 

• Collaborate with quality team & policy SPOCs to gather feedback and plan refresher trainings to help improve quality of service,

• Shadow agent transactions to stay up to date with product/ process changes and make necessary updates to training material 

• Work closely with client and internal teams to develop new or update existing training content periodically

• Use
- specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our social communities / video platforms 

• Execute Classroom Observations & make changes to add value on Classroom Delivery & Training Modules & report to stakeholders in an effective & reoccurring timely fashion 

Qualifications

Minimum qualifications

• Graduation (any stream)

• Customer Focus (focus on internal customers and impact on our external customers)

• Bias for action (focus on results and use of intelligent risk taking)

• Team Alignment (team player; supports and respects others)

• Good verbal and written communication skills English C1 

Preferred qualifications

• Adaptability: Work effectively in a dynamic contact center environment, adapting quickly to changing priorities with a sense of urgency.

• Complex Query Resolution: Resolve complex queries from customers using strong critical thinking and
- making skills.

• Exceptional Service: Provide exceptional service by building trust and strengthening relationships through empathy, active listening, and rapport building.

• Multichannel Communication: Navigate multiple communication channels (phone/chat/email) to engage with customers effectively.

• Professional Communication: Demonstrate clear, professional written and oral communication; listen empathetically to understand and prioritize customer needs, providing appropriate solutions.

• Performance Goals: Consistently meet customer experience and efficiency (quality/productivity) goals.

• Confidentiality and Compliance: Maintain high levels of confidentiality and data security standards, adhering to company policies and a commitment to exceptional service.

• Problem-Solving: Seek solutions through logical reasoning and data interpretation independently.

• Team Environment: Foster a positive and cooperative team environment.

• Continuous Improvement: Show enthusiasm for learning and commitment to continuous improvement.

• Ability to work with various IT applications

• Customer service orientation

• Ability to work effectively under pressure

• Knowledge of MS Office

 

What can we offer?  

• Attractive salary.

• Stable job offers - employment contract.

• Work in a multicultural environment;

• Various trainings (initiating, soft skills).

• Possibility of development;

• Benefits (Meal Tickets, Medical Services, Insurance, additional vacation days, partner discounts).