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, a senior Moderator/ SME will be responsible for responding to moderator policy questions /clarifications, player communications (appeals), specialty moderation work, standard moderation work along with floor support and driving performance improvement for assigned set of moderators

Responsibilities
• Providing real time support / coaching / feedback to the assigned set of moderators by following the policies, processes, and guidelines and provide decision based on prescribed guidelines.
• Handling escalation / level 2 / appeals cases
• Should be the subject matter expert of the process, product, policy and help drive the performance of the team.
• The role also involves moderating content of Egregious nature.
• Recognize trends and patterns and raise issues timely.
• Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our client’s community.
• Accountable for performance standards (Efficiency, Quality) in a weekly manner
• Contribute towards Insight generation / Value add for the business.
• Working parallelly with the client POCs regarding the product, process, policy
• Partner with team leader for the Root cause analysis exercises and take ownership of the performance improvement as per assigned action plan.
Qualifications we seek in you
Minimum Qualifications
• Any graduate
• Relevant experience in content moderation / Trust and Safety experience
• Minimum C2 proficiency in English CEFR
• Must be able to work on a flexible schedule (including weekends)
• Basic PC skills (Microsoft Excel, Word, PowerPoint)
• Comfortable with dealing with routine work quickly and at a high standard

Preferred Qualifications/ Skills
• Culturally aware of the regional trends
• Must be detail oriented, well organized and a self-starter.

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.