Front Line Manager - T&S - Training Quality & Policy 4C

Written by the T&S Network from Genpact's posting.

Leads training, quality and policy (TQP) work across service operations, keeping quality frameworks, training programs and policy adherence aligned with business KPIs. The posting ties the role to Trust and Safety, and it sits in a team focused on training quality and policy governance for supported processes.

What you'd do

• Shape quality frameworks, training programs and policy adherence, working with internal teams and client stakeholders.
• Drive structured training plans, stakeholder communication and feedback loops to improve operational effectiveness.
• Maintain TQP SLA and compliance adherence across all supported processes.
• Run L1/L2/L3 deep-dive analysis to find performance gaps and root causes.
• Lead process improvement using data insights and stakeholder feedback.
• Support audit readiness, policy updates and governance reviews.
• Fold digital tools, the LMS and collaboration platforms into training and quality work.

What it asks for

• Bachelor's degree in commerce, economics, finance, or Master's in business administration or business analytics.
• Proficiency in English at C2 level.
• Experience in quality management, risk management and stakeholder management (required).
• Lean Six Sigma and data analytics skills (listed as required skills).
• CPLP certification in learning and performance (preferred).
• Celonis EMS technical expertise (preferred).

Worth knowing

• Night shift schedule (India).

Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on Genpactnorth_east before you apply. If we got something wrong, report this listing.