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 Process Developer - Quality Analyst - Quality Control - Trust & Safety
We are seeking a dedicated and experienced Quality Analyst to join our specialized Quality Control team. This role will be primarily focused on ensuring the highest standards of quality and accuracy in our service delivery and operational processes. You will be instrumental in monitoring performance against guidelines, identifying areas for improvement, and contributing to a culture of continuous improvement for workflows.
Responsibilities:

• Quality Monitoring and Evaluation:

o Conduct regular quality audits and assessments of operational processes, outputs, and deliverables based on defined guidelines, policies, and standards.
o Evaluate the accuracy, completeness, consistency, and compliance of work performed by teams.
o Utilize specific quality control tools and methodologies (e.g., platform-specific dashboards, internal quality frameworks, scorecards) to assess performance.
o Monitor key quality metrics and identify trends and potential risks specific to workflows.

• Policy and Guideline Expertise:

o Develop and maintain a deep understanding of evolving policies, guidelines, and quality expectations relevant to the supported workflows.
o Act as a subject matter expert on quality standards and provide guidance to teams.
o Ensure all quality control activities align with the latest requirements.

• Data Analysis and Reporting :

o Collect, analyse, and interpret quality data specific to tasks to identify root causes of errors and deviations.
o Prepare comprehensive quality reports tailored to specific requirements, highlighting findings, trends, and recommendations for improvement.
o Present quality data and insights to internal stakeholders and potentially key representatives.

• Process Improvement and Standardization:

o Participate in process improvement initiatives specifically aimed at enhancing efficiency, accuracy, and quality within workflows.
o Contribute to the development and maintenance of quality control guidelines, procedures, and documentation.
o Identify opportunities for standardization and best practice implementation across teams.

• Feedback and Coaching

o Provide constructive feedback to team members and supervisors based on quality audit findings, ensuring alignment with the client expectations.
o Participate in coaching and training sessions focused on improving individual and team performance related to quality standards.
o Collaborate with training teams to develop and refine training materials based on quality insights.

• Compliance and Governance

o Ensure strict adherence to quality standards, contractual agreements, and any relevant regulatory guidelines.
o Participate in internal and potentially joint quality audits with representatives.
o Support the implementation and maintenance of quality management systems relevant to the partnership.

• Collaboration and Communication

o Work closely with internal teams and potentially counterparts to address quality issues and implement solutions for processes.
o Communicate effectively with stakeholders regarding quality performance, challenges, and improvement initiatives.
o Participate in team meetings and contribute to a collaborative and quality-focused environment in alignment with client's expectations.
Qualifications we seek in you!
Minimum Qualifications

• Any graduate
• Experience in a quality control or quality assurance role, with demonstrable experience supporting projects or clients (e.g., content moderation, advertising operations, community support).
• Strong understanding of quality control principles, methodologies, and tools, with specific application to online platforms and content.
• Excellent analytical and problem-solving skills with the ability to interpret data and identify trends within the context of guidelines.
• High level of attention to detail and accuracy, with a strong focus on adhering to platform-specific rules.
• Strong written and verbal communication skills, including the ability to prepare clear and concise reports and present findings effectively, potentially to stakeholders.
• Proficiency in MS Office Suite (Excel, Word, PowerPoint) and familiarity with relevant online platforms and tools.
• Ability to work independently and as part of a team, collaborating effectively with both internal and external stakeholders.
• Strong organizational and time management skills with the ability to prioritize tasks and meet deadlines in a fast-paced 1 environment.

Preferred Skills:

• Direct experience working on quality control related workflows
• Familiarity with internal quality assessment processes and tools.
• Experience in interpreting and applying complex online platform policies and guidelines.
• Experience in providing feedback and coaching.
• Knowledge of data visualization tools relevant to online platform data.

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. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube. 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.