Job Description

•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.•



•We are inviting applications for the role of Process Developer - Trust & Safety - Trainer, Risk Investigations•

•The purpose of the Trainer is to lead knowledge transfer & knowledge management for the assigned set of moderators/training batch, by first & foremost being an in-house specialist of the process & policies, conducting a variety of tasks which include classroom delivery, assessments, On-the job training, random audits during OJT, provide coaching & feedback to new hires/bottom performers, improving training content, engaging in Calibrations, Training Need Analysis exercise & contribute their assigned part on account level action plans.•



•Responsibilities:•

• •Facilitates effective process/product/policy training (face-to-face classroom, virtual, blended) focusing on the learner/trainee experience and performance objective•
• •Manages engagement during training sessions to ensure performance - tests for understanding, observes behavior and course corrects if necessary•
• •Monitors and improves performance health of new hire on-boarding; refresher trainings; and cross-training•
• •Regularly shares training reports in stipulated format with appropriate analysis and callouts. Prepares and shares supplementary training material/splashes/newsletters as required. Prepares and drives Process Knowledge and other relevant assessments•
• •Deduce training need inputs via strategic audits on OJT transactions (action & reasons) & provide training to expert opinion on whether the transaction is, in compliance with policies & process•
• •Conduct coaching & feedback for new hires/process's bottom performers. Help them improve their process knowledge & policy understanding•
• •Ensure, self-expertise of the subject matter (process updates, policies, Quality Team's Standard Operating Procedure) by processing periodic set of transactions like a moderator•
• •Contribute towards the process of 'define, update, innovate' the training & knowledge management frameworks to meet client expectations and raising the bar, continuously on Quality.•
• •Contribute towards overall process improvement ideas, insights, and projects to enhance process's key performance indicators & value adds•
• •Accountable for performance standards for the assigned set of New Hire Batch throughput benchmarks & continuous improvement on knowledge related gaps in a weekly/monthly manner•

•Qualifications we seek in you!•

•Minimum Qualifications:•

• •Any graduate•
• •Experience working as an Agent/Reviewer/Moderator in a Trust & Safety Process (content moderation/review/labelling/fraud/Risk/Investigations)•
• •Prior understanding & exposure towards training process (classroom delivery, OJT Management & reporting)•
• •Minimum experience as a subject matter expert/Quality Auditor or Coach in their past stint/organization•
• •Excellent communication & Interpersonal Skills•
• •Flexibility in working hours & shifts•
• •Proficient on MS Office Tools ( Excel, Word, PowerPoint etc )•
• •Public Speaking Skills & large audience management abilities•
• •High level of energy, drive, enthusiasm, initiative, and commitment•
• •Ability to collaborate with diverse stakeholders (including POCs/Stakeholders from the client side) to deliver collective results.•

•Preferred Qualifications: •Worked in trust & safety process/account in their previous organization•
• •Prior People Mgt. experience in any shape or form•

•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. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.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.• •Job Process Developer•

•Primary Location India-Kolkata•

•Schedule Full-time•

•Education Level Bachelor's / Graduation / Equivalent•

•Job Posting Jul 16, 2024, 8:25:46 PM•

•Unposting Date Aug 16, 2024, 1:29:00 PM•

•Master Skills List Operations•

•Job Category Full Time•