Process Associate
Year Jaipur, Rajasthan, India
Job Description
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With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world\xe2\x80\x99s biggest brands\xe2\x80\x94and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We\xe2\x80\x99re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we\xe2\x80\x99re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.
Welcome to the relentless pursuit of better.
Inviting applications for the role of Senior Process Associate - Quality Analyst, Trust and Safety!
In this role, you will lead the continuous improvement process on Quality related metrics for the assigned set of moderators/team, by first & foremost being an in-house specialist of the process & policies, conducting a variety of Quality Assurance tasks which include transaction review, random audits, provide coaching & feedback to agents, engage in Calibrations, Root Cause Exercise & contribute their assigned part on action plans
Responsibilities
- Ability & willingness to review and moderate the platform (periodically) on the base of policies, processes, and guidelines. Provide actions & reasons on each decision/transaction. Review and investigate 3D, visual, graphic, audio, and text content for violation of policies and guidelines. (For example, slurs, cuss words, adult content, etc.). The role also involves moderating content of egregious nature.
- Review/Audit moderator\xe2\x80\x99s transactions (action & reasons) to provide expert opinion on whether the transaction is, in compliance with policies & process
- Conduct coaching & feedback for moderators. Help moderators improve their quality performance
- Engage in appeals process with moderators, team leaders & client stakeholders
- Ensure, self-expertise of the subject matter (process updates, policies, Quality Team\xe2\x80\x99s Standard Operating Procedure)
- Indulge in nurturing new hires & tenured bottom performers, via additional audits & actions to provide the hypercare required to improve quality performance
- Contribute towards the process of \xe2\x80\x98define, update, innovate\xe2\x80\x99 the quality frameworks to meet client expectations and raising the bar, continuously on Quality.
- Implementation and effective usage of different Quality Check Tools, best practices, and procedures.
- Contribute towards overall process improvement ideas, insights, and projects to enhance process\xe2\x80\x99s key performance indicators & value adds
- Accountable for performance standards for the assigned set of moderator\xe2\x80\x99s Quality Performance benchmarks & continuous improvement in a weekly/monthly manner
- Responsible to partner & contribute on classroom training delivery with respective team leader or training specialists. Also engage in refresher training as per training need identifications & action plans for continuous improvement
Minimum Qualifications
- Any graduate
- Interest in playing PC games and good acumen towards gaming terminologies, new-age gaming world & Industry
- Relevant Years of Experience working as an Agent/Reviewer/Moderator in a Trust & Safety Process (content moderation/review/labelling)
- Good communication (Minimum B2 proficiency as per CEFR on English/Marketplace being hired for) & excellent interpersonal skills
- Ability to comprehend the dynamic nuances in the gaming world
- Flexibility in working hours & shifts
- Prior understanding & exposure towards quality process (audits, coaching & feedback, sampling & reporting)
- Proficient on MS Office Tools (Excel, Word, PowerPoint etc )
- Attention to detail, nature of being thorough & meticulous in their work
Preferred Qualifications/ Skills
- Relevant Years of experience as a subject matter expert/coach or quality auditor in their previous stint/organization
- Worked in more than 1, trust & safety process/account in their previous organization
- Prior experience of people/multiple stakeholder interaction
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 www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.
JobProcess Associate Primary LocationIndia-Jaipur ScheduleFull-time Education LevelMaster\'s / Equivalent Job PostingApr 6, 2023, 11:10:12 AM Unposting DateOngoing Master Skills ListOperations Job CategoryFull Time
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Job Detail
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Job IdJD3052705
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationJaipur, Rajasthan, India
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EducationNot mentioned
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ExperienceYear