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 Quality Analyst – Manager – English – On Site Bucharest

Shift Timings: 12 noon to 9pm Mon- Fri work from office
We are seeking a skilled Knowledge Specialist 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 Knowledge Specialist will spearhead the training team and partner with multiple vendors and the client to ensure that all knowledge articles, knowledge base and documents are updated.

Responsibilities
• Responsible to provide the leadership and strategic direction on all Quality matters. The role will include collaboration with the processes’ key partners to define the quality requirements both internally and externally lead the efforts on accomplishing them
• Responsible for driving outcomes on Quality related metrics drive continuous improvement projects plan for any contingencies/failure modes
• Weekly deep dive with Quality TLs Quality Analysts on data analytics, insights specific action plans to improve Quality
• Generate detailed reports on audit findings, highlighting root causes of discrepancies and offering actionable recommendations.
• Flag resource constraints, or issues/inconsistencies timely to ensure quality assurance
• Collaborate with the operations, training, and process improvement teams to implement continuous improvement strategies that drive excellence.
• Ensure the integrity and confidentiality of all audit information, adhering to company and client data security protocols.
• Develop relationships with the Client POCs counterparts from external partners / vendors
• To ensure the personal development upskilling of all team members within the quality team

Qualifications we seek in you
Minimum Qualifications / Skills
• Experience working as a Team Leader/Quality or Training TL/Policy
• Good knowledge of quality/training processes and policy enforcement in an Operations Environment
• Excellent communication interpersonal Skills
• A keen knack towards problem solving exposure to digital solutions
• Excellent relationship management and interpersonal skills/track record to partner effectively with key partners and stakeholders, internally and externally
• Expert on MS Office Tools ( Excel, Word, PowerPoint etc )
• Attention to detail, nature of being thorough meticulous in their work
• Technical Skills: Proficient in quality monitoring tools, data analysis software, and client management systems (e.g., CRM platforms). Strong Excel skills are a plus.
• Language Requirement: C1 English Proficiency

Preferred Qualifications/ Skills
• Six Sigma Green Belt Certified
• Relevant experience of leading a team of Quality Analysts
• Diverse experience of working in more than 2, trust safety process/queue
• Prior People Management Multiple Stakeholder Management experience
What can we offer?
• Attractive salary.
• Stable job offers - employment contract.
• Work in a multicultural environment;
• Various trainings (initiating, soft skills).
• Possibility of development;
• Benefits (Meal Tickets, Medical Services, Insurance, additional vacation days, partner discounts).
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.