Job Description

Ready to shape the future of work?
At Genpact, we don't just adapt to change--we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.
If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Inviting applications for the role of Manager - Business Analyst - Quality Control/Quality Consultant
Role Overview:
We are seeking a highly motivated and analytical Business Analyst to join our growing team. The Business Analyst will play a crucial role in bridging the gap between business needs and technology solutions. This individual will be responsible for gathering, analyzing, and documenting business requirements, facilitating communication between stakeholders, and ensuring that solutions align with strategic objectives. The ideal candidate possesses strong problem-solving skills, excellent communication abilities, and a proven track record in successful project delivery.
Responsibilities

• Analyse and model business processes and workflows.
• Create detailed business requirements documents (BRDs), user stories, and functional specifications.
• Collaborate with stakeholders, including developers, testers, and project managers, Quality to ensure requirements are understood and implemented.
• Conduct gap analysis and identify areas for process improvement.
• Perform data analysis and generate reports to support decision-making.
• Support project management activities by tracking requirements and providing status updates.
• Build and maintain operational dashboards (volume, SLA, backlog, escalations)
• Perform RCA (Root Cause Analysis) for spikes or dips in metrics
• Forecast staffing needs based on volume QA , QA and trend modeling based on product evolution
• Automate Reports based on client need (WoW or Daily)
• Report on agent-level performance and escalation trends
• Present insights to clients and internal leadership weekly/monthly - Gather and document business requirements through interviews, workshops, and surveys.
• Contribute to project planning, scheduling, and risk management activities.
• Monitor project progress, identify potential roadblocks, and propose corrective actions.
• Ensure that solutions are delivered on time, within budget, and to the required quality standards.
• Support post-implementation review and continuous improvement initiatives.

Qualifications we seek in you
Minimum qualifications

• Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field
• Proven experience as a Business Analyst
• Good understanding of business analysis techniques and methodologies.
• Proficiency in requirements gathering and documentation.
• Experience with process modeling and workflow analysis.
• Good communication and interpersonal skills.
• Good analytical and problem-solving abilities.
• Advanced Excel, SQL, and dashboard tools (Tableau, Power BI)
• Understanding of Trust & Safety metrics: Error Rate, Escalation %, Turnaround Time (TAT)
• Data storytelling and stakeholder communication

Preferred qualifications

• Good to have any Maps experience ( Google Maps/Apple Maps etc)
• Insights and ability to train people on quality evaluation aspects related to core functions.

Why join Genpact?

• Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation
• Make an impact - Drive change for global enterprises and solve business challenges that matter
• Accelerate your career -- Get hands-on experience, mentorship, and continuous learning opportunities
• Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Let's build tomorrow together.
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 respect and integrity, customer focus, and innovation.
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.

Skills Required