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Ads Sales Quality and Training Analyst

4 weeks ago

القاهرة, Egypt Genpact Full time

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI._

**_ _**
- Ads Sales Quality and Training Analyst - Senior Process Associate - English - On site Cairo_
- 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._
- Qualifications we seek in you_
- Minimum Qualifications / Skills_

**_ _**
- _Experience working in a sales or account management role with small businesses._
- Proven track record of reaching and exceeding sales goals. - Strong communication and interpersonal skills, good at work under pressure._
- _Passion for social media/entertainment marketing, and up for the challenge of building something from the bottom up._
- Preferred Qualifications/ Skills_**_ _**
- _Excellent communication and presentation skills._
- _A team player and collaborator_
- _Proficient level of English min C1_
- What can we offer?_
- _Work in a multicultural and diverse environment with employees from over 30 countries_
- _Genpact supports language courses, professional trainings and great career development opportunities_
- _Free access to our award-winning learning platform_
- _Benefits such as Private Medical Package and wellness programs Genpact is an Equal Opportunity. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation._

**_ _**

**_
Job_**_Senior Process Associate_

**_ Primary Location_**_Egypt-Cairo_

**_ Schedule_**_Full-time_

**_ Education Level_**_Associate's Degree/College Diploma_

**_ Job Posting_**_Feb 14, 2025, 10:05:14 AM_

**_ Unposting Date_**_Ongoing_
- Master Skills List_Operations_
- Job Category_Full Time_