Careers at Genpact

Jobs

  • Facebook
  • Twitter
  • Linkedin
  • Email

Process Developer - Quality 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 aggressive enough to reinvent it. Come, transform with us.

Inviting applications for the role of Process Developer

As Universal Coach you will train new hires and facilitate upskilling for existing agents. Universal Coach’s responsibilities include facilitating on-the-job coaching, developing training material and organizing training sessions for new hires. You will be familiar with teaching soft skills and problem-solving. Another primary task is call monitoring and providing actionable insight. Through call monitoring, analyst will gather information to help improve agent performance

Responsibilities

· Complete quality certification prescribed by Quality Team

· Complete monthly call monitoring target set by Quality Team

· Provide assistance in facilitating or co-facilitating coaching and feedback session with agents

· Provide assistance in facilitating or co-facilitating internal and externa calibrations

· Consolidate quality data and maintain the internal Quality dashboard

· Provide data and root cause analysis on audited calls

· Should be able to provide feedback and input on training needs, as needed

· Must be able to think independently and offer suggestions and solutions for team improvement, as needed

· Should have basic knowledge on MS Office (Word, Excel, Powerpoint)

· Written Communication – must be able to document procedures and develop both internal and external communications.

· Verbal Communication – must be able to articulate and deliver content and thoughts, can communicate with clients, as needed

· Should be keen and process-oriented

· Will be required to go through Band 5 internal trainings and certifications

· Conduct role-playing activities to develop interpersonal skills

· Ensure new hires take on basic training courses, including communication and troubleshooting skills

· Familiarity with interactive learning activities

· Excellent communication and presentation skills

Qualifications

Minimum qualifications

· No NI for the past 3 months

· No Existing CAP

· No attendance infractions

· PKT score above 80% for last three months

· Quality performance- 85% and above for last three months

· Should be skilled on all ERC splits for ERC UC

· Should be skilled on all CS splits for CS UC

Preferred qualifications

· Facilitating Training and Call monitoring experience

Genpact provides equal opportunity 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 in building a dynamic work environment that values diversity, inclusion, respect and integrity and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Job: Process Developer

Job ID: BFS018263

Primary Location: Philippines -

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: May 18, 2022

Master Skills List: Operations

Job Category: Full Time