Are you the one we are looking for?
Inviting applications for the role of Trainer Management Trainee English On Site Bucharest!
The purpose of the Trainer is to lead knowledge transfer & knowledge management for the assigned set of moderators / training batch, by first & foremost being an in-house specialist of the process & policies, conducting a variety of tasks which include classroom delivery, assessments, On-the job training, random audits during OJT, provide coaching & feedback to new hires / bottom performers, improving training content, engaging in Calibrations, Training Need Analysis exercise & contribute their assigned part on account level action plans
Ability & willingness to review and moderate the platform (periodically) on the base of policies, processes, and guidelines.
Provide actions & reasons for each decision / transaction. Review and investigate 3D, visual, graphic, audio, and text content for violation of policies and guidelines.
For example, slurs, cuss words, adult content, etc.). The role also involves moderating content of egregious nature.
Ensure self-expertise of the subject matter (process updates, policies, Quality Team’s Standard Operating Procedure)
Ensure adherence to Training SLAs as agreed for the respective processes
Manage new hire classroom training (Pre-Process as well as Process / Policy Training) with the help of team leaders & training specialists
Responsible for the on-the job training management and timely graduation / certifications for new hire learners as well as cross training batches
Ongoing refreshers & steady state knowledge management as per training need identification analyses as well as inputs from the policy team or quality analysts
Own the update dissemination & close-looping process
Shadow agent transactions to stay up to date with product / process changes and recommend changes / updates to training material or knowledge base
Conduct coaching & feedback for trainers. Help trainers & Process SMEs improve their performance
Indulge in nurturing new hires & tenured bottom performers, via additional audits & actions to provide the hyper care required to improve quality performance
Contribute towards the process of define, update, innovate’ the training & knowledge management frameworks to meet client expectations and raising the bar, continuously on Speed to Proficiency & Quality.
Contribute towards overall process improvement ideas, insights, and projects to enhance process’s key performance indicators & value adds
Qualifications we seek in you!
Professional competence in the field of activity specified in the job description. Good general knowledge of the company's field of activity;
Ability to understand, communicate and actively support process-efficiency initiatives to generate customer financial and productivity benefits;
Ability to coordinate the team to achieve the performance goals agreed with the customer;
Developed skills of analysis, problem solving and project coordination;
Ability to motivate himself / herself to achieve goals, to demonstrate high energy and to adapt to short delivery times;
Ability to manage quality expectations and set control points in the process to ensure that the team meets performance standards;
Ability to bring internal and external process information to identify optimization and process automation opportunities using digital applications / systems;
Curiosity and interest to learn as much as possible about any area in which the company operates;
Knowledge and expertise in the field of activity, intellectual agility, focused on results;
Ability to accept change, tolerance to risk and ambiguity.
Preferred Qualifications / Skills
Interest in playing PC games and good acumen towards gaming terminologies, new-age gaming world & Industry
Relevant experience working as an SME / QA / Trainer in a Trust & Safety Process (content moderation / review / labelling)
Good communication (Minimum B2 proficiency as per CEFR on English / Marketplace being hired for) & excellent interpersonal skills
Ability to comprehend the dynamic nuances in the gaming world
A keen knack towards problem solving & exposure to digital solutions
Excellent relationship management and interpersonal skills / track record to partner effectively with key partners and stakeholders, internally and externally
Proficient in MS Office Tools (Excel, Word, PowerPoint etc. )
Attention to detail, nature of being thorough & meticulous in their work
What can we offer?
Stable job offers - employment contract
Work in a multicultural and diverse environment with employees from over 30 countries
Genpact supports professional trainings and great career development opportunities
Free access to our award-winning learning platform
Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts