Voice Coach – Management Trainee - English - Onsite - Johannesburg

Genpact; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A technology services provider in Johannesburg seeks a candidate to drive customer experience improvements through training and mentoring. Ideal applicants will have US financial services experience and effective bilingual communication skills. Work involves analyzing agent performance and refining training processes. Join a dynamic team focused on AI and digital solutions, with opportunities for advanced learning and career growth.

Benefits

Career mentorship

Continuous learning opportunities

Dynamic work environment

Qualifications

• Experience working in US financial services is necessary.
• Experience in a call center environment and team training is preferred.
• Excellent written and verbal communication skills are required.

Responsibilities

• Analyze mentoring needs and support agents.
• Curate content tailored to team needs.
• Develop Action plans for improvement.

Skills

English communication

Customer Experience

Bilingual in English and Hindi

Coaching skills

Presentation skills

MS Office

Job description

Overview

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.

Responsibilities

• Possess detailed knowledge of the Domain (V & A and Customer Service Skills)
• Technical knowledge of English communication - intonation, syllable, punctuation, etc.
• Robust understanding of Customer Experience & Communications Audit & Coaching process.
• Analyze the mentoring / training needs of the agents and support them in delivery.
• Curate content to the needs of the account/team/audience
• Develop Action plans and report out the improvement process in business reviews
• Bilingual – Efficient in speaking, reading & writing English and Hindi
• Presentation, Feedback & Coaching skills.
• MS Office working knowledge
• Flexibility to work in shifts as per process requirement and Analytical bend of mind.

Qualifications

Minimum qualifications

• Candidate with experience working on US financial services

Preferred qualifications

• Experience in working in a call center environment and training teams
• Experience as a trainer in soft skill / telephone/ chat and email etiquette
• Monitor calls on communication, soft skills, and process and compliance parameters
• Excellent written and verbal skills
• Experience of Knowledge Management in collaboration with operations, reporting to relevant stakeholders will be an added advantage

Benefits / Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together.

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 do 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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