Building Site Agent

RPO Recruitment; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading multinational company is seeking a Training Specialist in the Banking Customer Care Domain. The role involves enhancing training programs, managing a team, and ensuring compliance with internal procedures. Ideal candidates are self-motivated, detail-oriented, and possess strong communication skills. The position offers competitive salary and growth opportunities in a dynamic work environment.

Benefits

Competitive salary

Medical aid

Retirement benefits

Multicultural work environment

Various training opportunities

Growth prospects

Qualifications

• Understanding of customer service components.
• Experience with numerical analysis skills.

Responsibilities

• Manage and support a team of Universal Coaches.
• Deliver and facilitate training for new hires and experienced staff.
• Conduct calibration sessions with supervisors and team leaders.

Skills

Self-motivated

Communication

Attention to detail

Organizational skills

Education

High School Diploma

Tools

PowerPoint

Word

Excel

Job description

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future.

Our people across 30 countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients.

Powered by our purpose, the relentless pursuit of a world that works better for people, we serve and transform leading enterprises including those listed on the Fortune Global 500 with our deep business and industry knowledge, digital operations services, and expertise in data technology and AI.

Job Opening: Training Specialist in Banking Customer Care Domain (Trainee)

Location: Johannesburg (On-site)

Role Overview: In this role, you will support the organization's strategy by enhancing training programs and call quality, developing and managing the training team’s performance.

Responsibilities:

1. Manage and support a team of Universal Coaches; oversee training controls and projects.
2. Handle onboarding processes for new employees, ensuring compliance with internal procedures.
3. Support creation of IDs and credentials for Genpact and clients.
4. Deliver and facilitate training through various methods for both new hires and experienced staff.
5. Analyze call evaluations to identify gaps affecting KPIs.
6. Conduct calibration sessions with supervisors and team leaders; facilitate team updates and performance reviews.
7. Develop training strategies to improve site metrics, reduce defects, and ensure regulatory compliance.
8. Maintain adherence to company policies and stay updated with best practices for continuous improvement.
9. Conduct process knowledge tests (PKT) as scheduled.
10. Share best practices across domains and verticals to standardize training processes.
11. Keep up-to-date with product, system, and service knowledge; identify training needs and gaps.
12. Document compliance and audit processes.
13. Create and monitor performance dashboards and metrics.
14. Perform ongoing learning and development in relevant fields.
15. Facilitate new hire training, coaching, and performance evaluations.
16. Collaborate with hiring teams to improve recruitment quality.
17. Provide weekly training updates and stay current with product and process updates.
18. Develop and update training content regularly in collaboration with internal and client teams.
19. Train team members on daily tasks and update procedures periodically.

Qualifications:

• High School Diploma or equivalent; understanding of customer service components.
• Self-motivated, able to work independently and in teams.
• Proficient in English (written and spoken).
• Excellent communication skills and attention to detail.
• Ability to learn quickly, adapt, and work under tight deadlines.
• Experience with PowerPoint, Word, Excel; numerical analysis skills.
• Flexible shift availability and strong organizational skills.

Preferred Skills:

• Experience in multinational/BPO environments.
• Lean Six Sigma certification.
• KYC experience.
• Leadership experience in training or quality teams.
• Innovative project management experience.

What We Offer:

Competitive salary, medical aid, retirement benefits, multicultural work environment, various training opportunities, and growth prospects in a multinational company.

Note: Genpact does not charge fees for job applications. Beware of scams involving fees or equipment purchases.