• Create SOPs and related materials for new training programs

• Assess effectiveness of current and proposed programs and make recommendations for program/content changes or improvement

• Monitor and report agent-wise and team level quality, conduct calibration, performing fraud and compliance audits.

• Take necessary steps to ensure quality metrics are met by assessing accurate samples and monitor process improvement initiatives.

• Keep a pulse on the agent's knowledge and skill gaps, share the gap and help training team in creating a solution.

• Keep up to date and proficient in process voice and products.

• Providing feedback, coaching, and mentoring to Personnel as needed, and working closely with the operation Team Leaders and Personnel to meet the relevant service level metrics.

• Collect and share insights on process improvement, with training, operations or/and client Preferred Requirements:

• Expert knowledge of social media, mobile apps, and digital and mobile marketing.

• Knowledge of the self-serve platform, auction, and biddable form of digital advertising buying.

Qualifications we seek in you!

Minimum Qualifications / Skills

• Experience working in a sales or account management role with small businesses.

• Passion for social media/entertainment marketing, and up for the challenge of building something from the bottom up.

Preferred Qualifications/ Skills

• Excellent communication and presentation skills.

• A team player and collaborator

• Proficient level of English min C1

• Work in a multicultural and diverse environment with employees from over 30 countries

• Free access to our award-winning learning platform

• Benefits such as Private Medical Package and wellness programs Genpact is an Equal Opportunity. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.