Trainer - Assistant Manager – English – On site Johannesburg

Overview Job Description - Trainer - Assistant Manager – English – On site Johannesburg (BFS ) 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. Responsibilities New Hire Trainings and Refresher Sessions: Leads NHT program in line with client provided Training content to equip new hires with required knowledge on client processes and tools. Leads the Nesting team of Customer Service & Payment Support specialists to achieve performance goals to be assessed ready for movement to Operations Quality Monitoring: Evaluate and audit calls/cases handled by team members to check quality health of the team, providing feedback and implementing improvement plans as necessary to bring in required improvement. Refresher Trainings and Process Knowledge Tests: Conduct regular training sessions to enhance the skills and knowledge of the team in line with new process updates and check retention through PKTs Compliance Assurance: Ensure all collection activities comply with industry regulations and company policies. Reporting: Prepare and present regular reports on team’s training and quality performance, challenges, and achievements to senior management. Customer Interaction: Handle escalated customer issues and complaints, ensuring a high level of customer satisfaction during no new hire batches to stay update to date with process changes Process Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness. Adhering to client defined Process Flows: Ensuring all operations activities during customer interactions comply with relevant process flows Qualifications Minimum Qualifications / Skills: Leadership: Ability to inspire and lead new hire batches and Production teams towards achieving common goals in direction of knowledge management and retention. Problem-Solving: Strong analytical skills to identify issues and develop effective solutions. Communication: Excellent verbal and written communication skills to interact with team members and customers effectively. Adaptability: Ability to work in a 24x7 fast-paced environment and adapt to changing priorities. Education Qualification: Graduate or Post Graduate in any field Advanced knowledge of MS Word & Excel. Ability to work in a fast-paced environment where standards of quality and timelines are established. High integrity to ensure compliance. Ability to work effectively in a team. Relevant experience with international IB/ OB Voice process Mandatory experience in Training and/or Quality function as Process Trainer and/or Quality Auditor 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, 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. Furthermore, Genpact does 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. Please be informed the proof of education (including educational certificates) may be requested during the recruitment process. Please note that Genpact does not impose any CV format nor do we require you to enclose a photograph to your CV as part of the application process. #J-18808-Ljbffr