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 Management Trainee, Quality Assurance

The successful candidate will be responsible for evaluating contacts for quality and compliance purposes, as well as understanding trends and providing feedback. We are looking for energetic, organized and highly efficient analytically-minded person who is experienced in high quality customer experience as well as quality control and analysis, offering long term stability in this permanent placement role.

Responsibilities

Evaluate different contact types including calls, chats, and complex interactions, up to 300 monthly

Organize and document evaluations thoroughly

Responsible for meeting the Quality Evaluation Accuracy goals every month

Meet 100% of the daily/weekly/monthly evaluation targets and tasks

Responsible for driving Quality initiatives and improvement plans for the project

Engage in identifying training needs and plan activities with the QA manager

Participate in meetings, QA training, calibrations and other activities to keep yourself updated on the latest policies and procedures

Provide analysis and information about trends, current issues, and areas of opportunity

Create and document coaching opportunities for agent with quality defects

Qualifications we seek in you

Minimum Qualifications / Skills

Contact center customer service experience

Team focused with a strong work ethic and ability to drive your own tasks

Possesses strong interpersonal public speaking and time management skills

Proven coaching ability and excellent communication skills

Possesses excellent customer service skills; ability to work effectively with many levels of personnel

Position requires personal discipline and planning skills

Preferred Qualifications/ Skills

Prior quality analyst or SME experience preferably as a call center quality analyst or call center SME

Excel and PPT working knowledge

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 genpact.com and on LinkedIn, X, YouTube, and Facebook.

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 'starter kit,' paying to apply, or purchasing equipment or training.