Quality Analyst - Senior Process Associate – Spanish- Hybrid Bucharest
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.
Inviting applications for the role of Quality Analyst - Senior Process Associate – Spanish- Hybrid Bucharest
In this role, you will lead the continuous improvement process on Quality related metrics for the assigned set of moderators/team, by first & foremost being an
- house specialist of the process & policies, conducting a variety of Quality Assurance tasks which include transaction review, random audits, provide coaching & feedback to agents, engage in Calibrations, Root Cause Exercise & contribute their assigned part on action plans
Responsibilities
• Ability & willingness to review and moderate the platform (periodically) on the base of policies, processes, and guidelines. Provide actions & reasons on each decision/transaction.
• Review/Audit s transactions (action & reasons) to provide expert opinion on whether the transaction is, in compliance with policies & process.
• Engage in appeals process with colleagues, team leaders & client stakeholders.
• Ensure,
- expertise of the subject matter (process updates, policies, Quality Team’s Standard Operating Procedure)
• 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 quality frameworks to meet client expectations and raising the bar, continuously on Quality.
• Implementation and effective usage of different Quality Check Tools, best practices, and procedures.
• Contribute towards overall process improvement ideas, insights, and projects to enhance process’s key performance indicators & value adds.
• Accountable for performance standards for the assigned set of Quality Performance benchmarks & continuous improvement in a weekly/monthly manner
• Engage in refresher training as per training need identifications & action plans for continuous improvement
Qualifications we seek in you!
Minimum Qualifications
• Relevant experience working as an Agent/Reviewer/Moderator
• Good communication and excellent interpersonal skills
• Flexibility
• Prior understanding & exposure towards quality process (audits, coaching & feedback, sampling & reporting)
• Proficient on MS Office Tools (Excel, Word, Power
Point etc) and SAP
• Attention to detail, nature of being thorough & meticulous in their work.
Preferred Qualifications/ Skills
• Worked in customer service
• Prior experience of people/multiple stakeholder interaction
What can we offer?
• Attractive salary.
• 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
- winning learning platform.
• Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts.
Fii primul, care se va înregistra la oferta de muncă respectivă!
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