Job Description

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 Customer Care \xe2\x80\x93 Quality Manager/Business AnalystIn this role, The Quality Analyst will be responsible for Conducting quality audits on customer interactions to ensure adherence to SOP\xe2\x80\x99s and compliance requirements. They would be responsible for Participate in calibration sessions with Clients to ensure scoring consistency and best practices.Successful candidates should possess relevant years of experience in servicing US-based customers, preferably in Banking, Crypto Financial Crime and/or FinTech Domains. They must have demonstrated strong organizational, time-management, and written and oral communication skills.Responsibilities\xc2\xb7 Incumbent should be open to work in 24*7 environment.\xc2\xb7 Conducting quality audits on customer interactions to ensure adherence to SOP\xe2\x80\x99s and compliance requirements (Voice, Chat and Email).\xc2\xb7 Participate in calibration sessions with Clients to ensure scoring consistency and best practices.\xc2\xb7 Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies by going through internal knowledge hub.\xc2\xb7 Should be well versed in performing RCA and CAPA, Bottom Quartile Management, analyze and drive CSAT/NPS, Trend Analysis, 7QC Tools, Reports & Charts.\xc2\xb7 Should be able to drive SMART feedback to ensure effective coaching with minimal impact on recipient efficiency.\xc2\xb7 Hand on experience of working on MS Office & G-Suite applications.\xc2\xb7 Excellent communication skills, both verbal and written\xc2\xb7 Flexibility to work in a dynamic and fast-paced environment.\xc2\xb7 Self-starter, sense of urgency and works well under pressure.\xc2\xb7 Demonstrated ability to multi-task and meet timelines or deliverables.\xc2\xb7 Must have demonstrated strong organizational, time-management, and written and oral communication skills.\xc2\xb7 Ability to constructively confront peers and colleagues with value added input, feedback, and assessments.Qualifications we seek in you!Minimum Qualifications\xc2\xb7 Excellent customer service skills and ability to assist in customer inquiries independently.\xc2\xb7 Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.\xc2\xb7 Self-disciplined, diligent, proactive and detail oriented\xc2\xb7 Ability to effectively manage time, and individually prioritize multiple tasks of competing priority.\xc2\xb7 Ability to maintain high levels of confidentiality and data security standards.Preferred Skillset / Qualifications\xc2\xb7 Understanding of MS Office applications like Excel, Word, PowerPoint, Outlook, etc.\xc2\xb7 Keen attention to detail, customer profiling and pattern identification\xc2\xb7 Minimum Graduate (Any Degree).\xc2\xb7 Minimum years of experience in the Quality Assurance domain in the BPO industry.\xc2\xb7 Having LSSYB/ LSSGB is an added skillset.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 . Follow us on , , , and .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.

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