Unmanaged Sales Training & Quality – Assistant Manager – English – Hybrid Lisbon Lisboa

Unmanaged Sales Training & Quality – Assistant Manager – English – Hybrid Lisbon
Lisboa
Lisboa, Lisboa, Portugal

Inviting applications for the role of Unmanaged Sales Training & Quality – Assistant Manager – English – Hybrid Lisbon.

In this role, you will be responsible for leading a team of Trainers, Subject Matter Experts & Quality Analysts. You will own the Knowledge Transfer, Knowledge Management & Retention functions, involving people, process, and technology related to Training & Quality for the business/process.

Responsibilities

1. Develop quarterly plans and objectives for Training & Quality aligned with operational goals.
2. Lead initiatives to improve training effectiveness and quality performance.
3. Identify skill and performance gaps through data analysis and propose solutions proactively.
4. Act as the main contact for stakeholders regarding training and quality performance.
5. Gather feedback, manage expectations, and communicate progress.
6. Resolve training or quality inquiries promptly and professionally.
7. Prepare and present weekly, monthly, and quarterly business reviews.
8. Use data insights and performance metrics to inform leadership and stakeholders.
9. Translate findings into actionable plans to drive success.
10. Support and guide trainers and quality analysts, ensuring alignment with priorities.
11. Provide oversight, mentorship, and performance feedback.
12. Approve content, quality frameworks, and learning paths.
13. Collaborate with Operations, Compliance, and other departments on strategies.
14. Lead root cause analysis and improvement plans for quality issues.
15. Represent the T&Q perspective in projects.
16. Ensure compliance with policies, standards, and client agreements.
17. Act as escalation point for complex challenges.
18. Manage communication regarding training and product changes.
19. Plan and deliver new hire training to ensure proficiency.
20. Conduct classroom observations and report improvements.
21. Participate in TTTs and framework revisions.
22. Lead process revamps and framework updates for Training & Quality.
23. Manage dissemination of process changes and track retention via PKTs and tools.
24. Coordinate with trainers on TNI/TNA.
25. Manage quality metrics and develop quality frameworks to ensure transaction accuracy.
26. Lead variation management sessions to analyze and minimize process interpretation differences.
27. Design and implement performance development programs at individual and group levels.

Minimum Qualifications

• Any Graduate, Proficient in English (C1 level).
• Experience in marketing, brand advertising, media sales, or online advertising.
• Knowledge of digital advertising platforms, auction, and biddable media.
• Validated knowledge of QA/QC procedures in the Hi-Tech industry.
• Experience managing senior client relationships and vendor managers.
• Leadership experience in QA for 150+ people.
• Strong data analysis and interpretation skills.

Preferred Qualifications

• Problem-solving skills and ability to tell stories with performance data.
• Excellent relationship management and interpersonal skills.

What We Offer

• Stable employment contract.
• Work in a multicultural environment with over 30 nationalities.
• Support for language courses, training, and career growth.
• Access to learning platforms and benefits like medical, vouchers, and wellness programs.

Genpact is an Equal Opportunity Employer and values diversity and inclusion. We do not charge fees for job applications, and beware of scams asking for payments or equipment. For more info, visit our social media pages.