Ready to build the future with AI? At Genpact, we don’t just keep up with technology—we set the pace. 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, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, 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. And as you help us create a better world, we will help you build your own intellectual firepower. Inviting applications for the role of Vice President 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-tier governance for TCQ deliverables (training plans, certification, calibration, audit cadence, and reporting). Training Architecture: Knowledge Transfer to Steady State Own the training framework from pre-knowledge transfer through process & systems training, nesting, and steady-state refreshers to ensure first-time-right ramp-up. Ensure training includes compliance requirements and readiness checks prior to go-live Drive training needs analysis and ensure findings translate into refreshers, PKT/assessments, and targeted interventions. Quality Monitoring & Calibration Own the call quality framework including sampling strategy, auditor readiness, internal and client calibration, and quality governance routines. Drive “audit the auditor” routines and ensure quality findings are consistent, defensible, and action-oriented for Operations. 4) Coaching, Performance Improvement & Closed-Loop Actions Ensure timely and effective coaching mechanisms (including structured feedback routines and improvement plans) based on defect trends and quality insights. Embed a continuous improvement loop that connects quality insights → training needs → interventions → measurable performance uplift. 5) Client & Stakeholder Leadership Serve as the senior TCQ leader for client conversations on training effectiveness, quality methodology, calibration outcomes, and remediation plans. Partner closely with Operations leadership to align quality expectations, resolve audit disputes, and drive sustainable behavioral change on the floor. 6) Transformation, Digitization & Knowledge Management Identify opportunities to digitize learning assets, strengthen knowledge management, and introduce automation/AI-enabled approaches that improve learning speed and quality effectiveness. 7) People Leadership & Capability Building Lead and develop multi-site TCQ teams (training, quality, and support specialists), including capability uplift, succession planning, and performance management. Qualifications we seek in you! Minimum qualifications Significant leadership experience in BPO/contact center training and quality in a multi-program environment (voice and/or digital operations). Demonstrated ability to build scalable training governance (knowledge transfer → certification → nesting → steady state) and manage quality monitoring operations. Strong stakeholder management skills with experience in client calibration and operational performance improvement. Experience building “center of excellence” practices for training and/or quality across multiple accounts and sites. Strong continuous improvement toolkit (e.g., root cause analysis, defect trending, process improvement practices) applied to quality and learning outcomes. Executive communication and client-ready storytelling with clear action plans and outcomes Why join Genpact? • Lead AI-first transformation – Build and scale AI solutions that redefine industries • Make an impact – Drive change for global enterprises and solve business challenges that matter • Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills • Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace • Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build • 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 140,000+ coders, 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.