Leader, Training and Call Quality

Inviting applications for the role of Leader Training & Call Quality

The Vice President, Training & Call Quality leads the end-to-end Training and Call Quality function for Genpact Philippines —setting strategy, governance, and execution across new hire readiness, continuous learning, quality monitoring, coaching, and client calibration to protect compliance, customer experience, and operational performance.

This role owns a consistent, scalable TCQ operating model across voice and non-voice programs and ensures “license to operate” training rigor, effective quality assurance, and an insight-led performance improvement loop with Operations, WFM, and client stakeholders

Responsibilities

• Enterprise TCQ Strategy & Service Delivery
• Define and run the TCQ strategy and operating rhythm across programs, aligning training outcomes and quality results to business SLAs and customer experience goals.
• Establish and maintain multi-...