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.
We are inviting applications for the role of Management Trainee (policy expert) – Trust Safety - English

We are seeking a skilled Policy Expert with a strong background in the BPO industry to join our team. This role will support one of the world’s largest social media platforms by ensuring high standards of quality across all interactions and processes. The policy expert will liaison with the internal team and the clients to ensure all the policies are updated and drive update dissemination once there is a new update that is rolled out.
Responsibilities
A policy expert will play a crucial role in shaping, analyzing, and implementing policies within the process. Their responsibilities are diverse and require a deep understanding of the subject matter, analytical skills, and effective communication. Here are the key responsibilities of a policy expert:
1. Policy analysis and research
• Conduct thorough research on existing policies,
• Analyze data and trends to identify potential impacts and outcomes of proposed policies.
• Evaluate the effectiveness of current policies and recommend improvements.
2. Policy development
• Collaborate with stakeholders to draft new policies or revise existing ones.
• Ensure that policies align with end customer goals.
3. Stakeholder engagement
• Engage with internal and external stakeholders.
• Facilitate discussions and gather input to ensure policies address the needs and concerns of the end customers.
• Build and maintain relationships with key stakeholders to support policy initiatives.
4. Implementation and evaluation
• Oversee the implementation of policies to ensure 100% coverage and adherence.
• Monitor and evaluate the impact of policies over time.
• Adjust policies based on feedback and changing circumstances to ensure their continued relevance and effectiveness.
Qualifications we seek in you

Minimum qualifications
• Relevant Experience as Quality Analyst in a senior or auditing capacity, preferably within a BPO environment handling social media or tech accounts.
• Education: Bachelor’s degree in a related field (e.g., Business Administration, Communications, or Quality Management) or equivalent experience.
• Technical Skills: Proficient in quality monitoring tools, data analysis software, and client management systems (e.g., CRM platforms). Strong Excel skills are a plus.
• Analytical Skills: Proven track record of analyzing complex data sets to draw actionable insights and drive process improvements.
• Communication: Strong verbal and written communication skills, able to convey complex findings and feedback clearly and constructively.
• Attention to Detail: High accuracy and attention to detail in reviewing evaluations, scoring, and data analysis.

Preferred qualifications
• Strong background in customer service
• Ability to work independently and collaborate with multiple vendor partners.
• Adaptability to quickly understand and incorporate changes in policies or client requirements.
• Certifications: Quality certification (e.g., Six Sigma, COPC, or ISO) preferred but not mandatory.
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.