Process Developer

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
Quality Analysts are dedicated POCs for Quality within teams and are responsible for case evaluations (audits) and reporting.

Responsibilities
. Perform quality reviews for a group of up to 20 Agents (1:20 ratio) appointed to provide Services
. Monitor calls, email, chat and any other support interactions quality of Personnel, providing feedback, coaching and mentoring to Personnel as needed
. Work closely with the operation Team Leaders and Personnel to meet the relevant service level metrics.
. Refresher training on process changes and analysis and reporting
. working closely with the client to update and implement quality criteria and process changes
. Cover all volumes as forecasted and provided to Vendor by client

Qualifications
Minimum qualifications
. BA/BS degree or equivalent experience
. Experience working in a service/customer service/sales organization
. Outstanding oral communication - can engage an audience effectively
. English fluency - B2/C1 (reading, writing, listening, speaking) in addition to local language
. Documentation skills with knowledge of change control procedures
. Client focused and solutions-oriented Good problem solving and analytical skills
. Ability to stay close to operations and incorporate learning into the training curriculum
. Ability to collaborate and work effectively with cross-functional teams
. Self-learner interested in both the how and the why
. Ability to prioritize effectively according to changing circumstances and manage multiple projects while maintaining strict attention to detail
. Demonstrates ability to coach and provide feedback to agents
. Weekly auditing of agent cases and identifying agent level issues and trends
. Provide actionable and valuable information for TL coaching + feedback sessions and key insights for training prioritization + curriculum development
. Fluent in each of the language(s) in which the Services are provided.
. Fluent English-speaking skills
. Experience handling customers within service/technical fields within a Call center environment
. Expert familiarity with and quality review in all departments
. Able to adapt quickly to changes in workflow
. Excellent written, verbal, and customer service skills
. Mastery of all customer-communication
. Comfortable communicating with all levels of management
. Excellent organizational skills and detail-oriented approach to problem-solving
. Demonstrated proficiency in multi-tasking and prioritization
. Demonstrated passion for ensuring the success of client culture of excellence and commitment to quality and customer service
. Project management experience to include an understanding of business process improvement method
. Understand departmental policies and procedures
. Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA&rsquos, coaching, appraisals

Preferred Experience
. Experience in online advertising at a major media agency or publisher
. Documentation and document management experience
. E-mail and chat support experience
. Success in this position requires exceptional customer service skills a willingness to experiment the ability to thrive in a dynamic, team-focused environment and a passion for helping others achieve results.
. Experience preferred in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high-quality service.

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. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.