Management Trainee-Retirement

About the Role

Genpact is seeking a Management Trainee-Retirement to support Retirement operations within the BCM vertical. This role involves applying domain expertise to ensure process accuracy and compliance.

Key Responsibilities

• Support Retirement operations within the BCM vertical by applying domain expertise to ensure process accuracy and compliance.
• Monitor and evaluate customer service interactions across voice, chat, and email channels against defined quality standards and scorecards.
• Score interactions for accuracy, tone, empathy, adherence to process, resolution effectiveness, and compliance with company policy.
• Conduct root-cause analysis on quality failures and customer complaints to identify systemic issues.
• Calibrate scoring regularly with other QA analysts, Training, and Operations leadership to ensure consistent and fair evaluations.
• Maintain accurate, timely, and well-documented QA records and audit trails.
• Identify trends in recurring errors and partner with the Training team to recommend refresher training or coaching interventions.
• Track key quality metrics such as CSAT, QA score, first-contact resolution (FCR), and compliance adherence.

Requirements & Tech Stack

• Experience in Retirement operations within the BCM vertical.
• Familiarity with voice, chat, and email customer service channels.
• Understanding of quality standards and scorecards.
• Ability to conduct root-cause analysis.
• Experience with QA scoring and calibration.
• Knowledge of key quality metrics: CSAT, QA score, FCR, compliance adherence.
• Proficiency in maintaining QA records and audit trails.
• Skills in identifying trends in errors.
• Partnership with Training teams for interventions.

Qualifications

• Domain expertise in Retirement operations.
• Ability to ensure process accuracy and compliance.
• Skills in evaluating customer service interactions.
• Competency in scoring interactions based on defined criteria.
• Analytical skills for root-cause analysis.
• Collaborative skills for calibration with leadership.
• Organizational skills for record maintenance.
• Proactive approach to identifying and addressing recurring errors.