Quality Analyst Management Trainee – English- On site Johannesburg

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.

Inviting applications for the role of Quality Analyst - Management Trainee - English - On site Johannesburg

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 we seek in you

Why join Genpact?

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, please 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.

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