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, Quality Assurance

The position is responsible to control for consumer protection by monitoring adherence to internal procedures and external regulations. Provide actionable, behavior-based feedback to improve the Specialist’s performance and elevate the customer experience. Support the training team in designing training content based on trends or gaps identified during call monitors. The individual works independently and demonstrates strong knowledge and application of adult learning principles in design and delivery.

Responsibilities

• Listen to, observe, evaluate, and score approximately 400 calls/chats made by call center specialists monthly.
• Meet 100% of the daily/weekly/monthly evaluation targets and tasks
• Provide timely feedback to relevant stakeholders so that they can share feedback to provide adequate coaching to the specialists
• Ensure all evaluations are scored accurately
• Participate in calibration with various business partners
• Ensure that all reporting is completed and published on time
• Perform additional call listening/coaching activities as needed
• Provide Coaching Feedback to enhance agent performance.

Qualifications we seek in you
Minimum Qualifications / Skills

• English Proficient – High English Level
• Contact center customer service experience
• Strong written and verbal communication skills to effectively provide feedback
• Strong interpersonal skills
• Strong customer service and professional skills
• Flexibility to work a shift required by the business
• Previous Quality Assurance experience
• Flexibility of shifts and to work overtime hours as per business requirements.
• Commitment to performance excellence or doing a great job
• Goal Oriented
• Analytical problem-solving skills
• Stress management abilities
• Ability to maintain high levels of confidentiality and data security standards
• Ability to handle multiple tasks with minimal supervision.

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.