Ads Sales Quality and Training Analyst Senior

Genpact India pvt ltd

In this role, you will be responsible to research, plan, organize and help conduct training programs related to NHO, sales process/operations, and professional skills. You will also monitor and report agent wise and team level quality, conduct calibration, performing fraud and compliance audits.

Responsibilities

• Research, plan, organize and help conduct training programs related to NHO, sales process/operations, and professional skills.
• Create SOPs and related materials for new training programs
• Assess effectiveness of current and proposed programs and make recommendations for program/content changes or improvement
• Actively listen and review the work performed by the team, making sure all is done according to compliance to our policies and be able to rate that work in multiple parameters.
• Monitor and report agent-wise and team level quality, conduct calibration, performing fraud and compliance audits.
• Take necessary steps to ensure quality metrics are met by assessing accurate samples and monitor process improvement initiatives.
• Investigate escalations of inaccurate and/or improper course of action/decisions to understand the root cause(s) and implement corrective steps to improve quality.
• Analytical bent of mind with the ability to root cause basis data and drive decisions
• Keep a pulse on the agent's knowledge and skill gaps, share the gap and help training team in creating a solution.
• Keep up to date and proficient in process voice and products.
• Providing feedback, coaching, and mentoring to Personnel as needed, and working closely with the operation Team Leaders and Personnel to meet the relevant service level metrics.
• Collect and share insights on process improvement, with training, operations or/and client

Preferred Requirements:

• Expert knowledge of social media, mobile apps, and digital and mobile marketing.
• Knowledge of the self-serve platform, auction, and biddable form of digital advertising buying.