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 Assistant Manager, Quality Assurance

Responsibilities
Actively listen review the work performed by the team, making sure all is done according to compliance to our policies and be able to rate that work in multiple parameters.
Monitor and report agent-wise and team level quality, conduct calibration, performing fraud and compliance audits.
Take necessary steps to ensure quality metrics are met by assessing accurate samples and monitor process improvement initiatives.
Investigate escalations of inaccurate and/or improper course of action/decisions to understand the root cause(s) and implement corrective steps to improve quality.
Analytical bent of mind with the ability to root cause basis data and drive decisions
Keep a pulse on the agent's knowledge and skill gaps, share the gap and help training team in creating a solution.
Keep up to date and proficient in process voice and products.
Providing feedback, coaching, and mentoring to Personnel as needed, and working closely with the operation Team Leaders and Personnel to meet the relevant Key Performance Indicator .
Collect and share insights on process improvement, with training, operations or/and client
Qualifications we seek in you
Minimum Qualifications / Skills
Proven track record of reaching and exceeding sales goals.
Strong communication and interpersonal skills, good at work under pressure.
Passion for social media/entertainment marketing, and up for the challenge of building something from the bottom up.
Excellent communication and presentation skills.
A team player and collaborator

Preferred Qualifications/ Skills
Experience working in a Quality environment for call centers or similar industry;
Expert knowledge of social media, mobile apps, and digital and mobile marketing.
Knowledge of the self-serve platform, auction, and biddable form of digital advertising buying.
Experience working in a sales or account management role with small businesses.

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.