Job Title : DevOps Compliance Trainer – Senior Process Associate – English – On Site Dublin-HMS021846

Location : Ireland-Dublin

DevOps Compliance Trainer – Senior Process Associate – English – On Site Dublin-HMS021846

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us. 

Are you the one we are looking for? 
We are inviting applications for the role of DevOps Compliance Trainer – Senior Process Associate – English – On Site Dublin!

The Developer Operations Policy Compliance team will process requests received which relate to the workflows (Product, Application, Spam, User, Admin Appeals) and assess them in accordance with the Developer Operations Policy Compliance Guidelines and take action to apply the appropriate policy.  
The person will be part of data-driven analysis culture and will also help scale our operations by optimizing and automating processes, solving challenging problems and most importantly, helping to prevent them. This position is full-time and will be operating out of MPK/Dublin/Singapore offices.

GENERAL RESPONSIBILITIES
•    Trainer will get aligned to a site & a team who will audit tickets actioned by the agents where agents process the requests received which relate to the workflows (Product, Application, Spam, Appeals) and assess them in accordance with the Policy Compliance guidelines and take action to apply the appropriate policy with high quality, speed, empathy and accuracy.
•    Aligned teams will review apps, 3rd party apps against platform guidelines, enforce policies on non-compliant apps, and evaluate appeals from developers.
•    Responsible for entire site E2E training delivery (Product, Process, Tools, Applications, CRM, L&D, Etc.).
•    To ensure seamless Knowledge Transfer for all assigned processes from client to Genpact teams.
•    Accountable for E2E Training & Knowledge MGMT Framework creation, comprising of creating SOP’s, creating/updating policies & review guidelines in knowledge base, by working closely with internal & external stake holders.
•    To create Learning Path with inputs from client teams before the Knowledge Transfer
•    Training readiness – Systems/ IT set up & whether pertinent applications are working at site.
•    Ensure training plans/learning paths are adhered for all new hires, steady state teams.
•    Create daily/weekly/monthly quarterly dashboards on training progress during Knowledge Transfer and share it with Genpact & client stakeholders
•    Create action plan for people missing the PKT’s scores during Pilot stage i.e. post process training completion in steady state.
•    Drive monthly/quarterly process knowledge tests for team (Agents, SME, QA, FLM’s)
•    Conduct process, product trainings & refreshers for teams based on TNI inputs gathered from QA defects, Top Request Drivers, PKT scores, Etc.
•    To drive Developmental and Domain Trainings for stable processes
•    Evaluate the training effectiveness of the training programs conducted
•    Check the accuracy of the implementation of policies and suggest areas of opportunities and improvement
•    Provide insights to improve Training Material, Presentations, Tools by working closely with internal, external stake holders
•    Collaborate with frontline support/SME’s/QA’s/FLM’s/OM’s & participate in calibration sessions DevOps policies
•    Accountable for noobs time to effectiveness (RAMP of 4 weeks) of meeting quality scores. 
•    Identifying the highest & critical errors (Process & Agents) with respect to policies and propose action plan
•    Help disseminate regular Training updates in the form of emails and huddles on the floor
•    Accountable for Bottom Quartile MGMT on PKT scores.
•    DevOps Applications & Products support & testing (Web, Mobile App)
•    Well versed with creating test Applications, API Calling, DevOps public platform policies & applications like (Tableau, Scuba, Aspect), Query Languages, contributing to policy development.
•    Driving Insights to add/update (Policies, CRM Interface, Widgets, IT/Infra tools, Application optimization) in order to drive effectiveness & efficiencies
•    Having exposure to ITIL V3 best practice framework

REQUIRED WORK EXPERIENCE
•    Relevant years of technical experience – Technology background with application support understanding, should have working or subject knowledge of social media apps – app installation, understanding the application configuration and connection through API calls, review the application dataflow, functionalities, data privacy awareness
•    DevOps Support, Product/Application Support & Testing, Application reviews, 3rd party application reviews under DevOps environment are preferable.
•    Generating Insights, App Testing & Building test cases
•    Any understanding and experience of mobile/web application development is a plus.
•    Should have handled an Email, Chat mediums in his/her role
•    A candidate who has experience in the DevOps support process would be preferred
•    Should understand and have experience in day-to-day contact center operations management
•    Respond to customer inquiries and problem escalations
•    Should have worked in Email & Chat support medium to troubleshoot and resolve issues with client & 3rd part app support & testing.
•    Must have experience in training teams with a thorough understanding of DevOps support teams.
•    Reproduce customer issues, non-compliant applications, and Application bugs and escalate them to concern teams, product bugs during noobs training & RAMP period.
•    Provide Service Excellence to all our customers, users of products on the platform
•    Must have email account, Facebook & Instagram account

PROFESSIONAL QUALIFICATION/ CERTIFICATIONS
Application Testing, Building Test Cases, basic understanding of Lean, Six Sigma methodologies, 7 RCA tools & ability to work with Microsoft office suite, CRM, QTP tools & Training Methodologies.

EDUCATIONAL REQUIREMENT
Any Graduate (PG an added advantage) or High School Diploma (Computer Science, Information Technology) or Equivalent degree.

ESSENTIAL SKILLS REQUIRED
•    Customer Service experience in a Trainer role, preferably in the DevOps support as a domain for an product based company
•    Strong attention to detail, Excellent Analytical and Communication (Verbal and written) skills
•    Self-motivated (Intrinsic) and execution oriented
•    LEAN, Six Sigma – Trained, Tested and Certified (preferred)
•    Ability to work on multiple tasks and should be flexible to deliver beyond expectations
•    Ability to work on MS – PowerPoint Presentations, Word documents (SOP’s), Excel (Pivots, Line Bar, Stack graphs, Pareto’s, Etc.)
•    Team work and should have collaborative approach across 360 degree (DRs/Peers/Superiors) management experience
•    Problem solving & critical thinking skills
•    Should have excellent coaching & feedback, mentorship & team management skills
•    Customer stakeholder Management exposure with good presentation skills is a must
•    Ability to handle pressure – Timelines and Customer Demands
•    Leads by example with high on Values, Ethics and Integrity

What we can offer? 

•    Attractive salary;
•    Stable job offers – employment contract
•    Work in a multicultural and diverse environment with employees from over 30 countries
•    Genpact supports professional tranings and great career development opportunities
•    Free access to our award-winning learning platform

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube. 
 

JobSenior Process Associate
Primary LocationIreland-Dublin
ScheduleFull-time
Education LevelAssociate’s Degree/College Diploma
Job PostingSep 8, 2022, 5:56:51 AM
Unposting DateOngoing
Master Skills ListOperations
Job CategoryFull Time