Careers at Genpact

Jobs

  • Facebook
  • Twitter
  • Linkedin
  • Email

DG-Senior Associate - QA Analyst

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.
Transformation happens here. Come, be a part of our exciting journey!
Are you the one we are looking for?
Inviting applications for the role of Senior Associate, QA Analyst!
In this role, you will work extensively with functional leaders, service line and support functions to maintain production and quality of the highest standard. 
Responsibilities 
•    Provide actionable and valuable information for TL coaching, feedback sessions and key insights for training prioritization and curriculum development   
•    Weekly auditing of agent cases and identifying agent level issues and trends 
•    Management and review of   all   quality issues to   include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals,
•    Clearly demonstrated passion for ensuring the success of Client’s culture of excellence and commitment to quality and customer service
•    Complete projects using Excel.

Qualifications we seek in you!
Minimum qualifications
•    Experience preferred in quality assurance role, working closely with all   departments to prioritize efforts while providing timely and high-quality service. 
•    Fluent in each     of the language(s) in which the Services are provided. Fluency in English is mandatory
•    Experience handling customers within service/technical fields within 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 
•    Project management experience to include an understanding of business process improvement method 
•    Understand departmental policies and procedures 

Preferred qualifications 
•    Excellent problem-solving and decision-making abilities 
•    Ability to use and interpret data and queries as part of the decision-making process
What can we offer? 
•    Attractive salary;
•    Work in a multicultural environment;
•    Various trainings (initiating, soft skills);
•    Possibility of development;

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.

Job: Senior Associate

Job ID: BFS017812

Primary Location: India - Hyderabad

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Dec 30, 2021

Master Skills List: Operations

Job Category: Full Time