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 Process Developer, Trust and Safety

In this role, you will lead the continuous improvement process on Quality related metrics for the assigned set of moderators/team, by first foremost being an in-house specialist of the process policies, conducting a variety of Quality Assurance tasks which include transaction review, random audits, provide coaching feedback to agents, engage in Calibrations, Root Cause Exercise contribute their assigned part on action plans

Responsibilities

· Ability willingness to review and moderate the platform (periodically) on the base of policies, processes, and guidelines. Provide actions reasons on each decision/transaction. The role also involves moderating content of egregious nature.

· Review/Audit moderator’s transactions (action reasons) to provide expert opinion on whether the transaction is, in compliance with policies process.

· Conduct coaching feedback for moderators. Help moderators improve their quality performance.

· Engage in appeals process with moderators, team leaders client stakeholders.

· Ensure, self-expertise of the subject matter (process updates, policies, Quality Team’s Standard Operating Procedure)

· Indulge in nurturing new hires tenured bottom performers, via additional audits actions to provide the hyper care required to improve quality performance.

· Contribute towards the process of ‘define, update, innovate’ the quality frameworks to meet client expectations and raising the bar, continuously on Quality.

· Implementation and effective usage of different Quality Check Tools, best practices, and procedures.

· Contribute towards overall process improvement ideas, insights, and projects to enhance process’s key performance indicators value adds.

· Accountable for performance standards for the assigned set of moderator’s Quality Performance benchmarks continuous improvement in a weekly/monthly manner

· Responsible to partner contribute on classroom training delivery with respective team leader or training specialists. Also engage in refresher training as per training need identifications action plans for continuous improvement

Qualifications we seek in youMinimum Qualifications / Skills

· Any graduate

· Relevant experience working as an Agent/Reviewer/Moderator in a Trust Safety Process (content moderation/review/labelling)

· Good communication (Minimum C2 proficiency as per CEFR on Italian/Marketplace being hired for) excellent interpersonal skills

· Flexibility in working hours shifts.

· Prior understanding exposure towards quality process (audits, coaching feedback, sampling reporting)

· Proficient on MS Office Tools (Excel, Word, PowerPoint etc)

· Attention to detail, nature of being thorough meticulous in their work.

Preferred Qualifications/ Skills

· Relevant experience as a subject matter expert/coach or quality auditor in their previous stint/organization

· Worked in more than 1, Trust Safety process/account in their previous organization.

· Prior experience of people/multiple stakeholder interaction

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.

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.