Quality Analyst

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

Are you the one we are looking for?

Inviting applications for the role of Quality Analyst

QA analysts are responsible for understanding quality performance-related requirements for customer interactions, coaching / providing feedback to agents and calibrating with Team leads, Trainers on best practice requirements of the contact centers.

Responsibilities

• Perform (voice & non-voice) quality assessments, ensuring that the quality standards are being met, and valuable insight is gained into the needs of customers Ensure 100% feedback closure Report penetration, run data analysis and other insights basis the audits done Conduct checks on the floor and builds awareness Conduct calibration activities with the agents and supervisors Ensure smooth dissemination of briefings Coordinate with Training team to identify trends on calls and develop appropriate and effective learning interventions Deliver relevant information to the operation to drive process-level improvements.

Qualifications we seek in you! Minimum qualifications

• Bachelor's degree in relevant field

Required skills:

• Deep functional expertise (Customer Service, Quality standards) Passion for learning and coaching Experience as a Contact Center Rep (knowledge of processes, metrics, roles) Knowledge of industry- specific regulatory requirements and best practices Flexibility / adaptability, focus, effective communications, strong interpersonal skills (active listening, feedback), autonomy / drive.

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.