Genpact
We are inviting applications for the role of Process Developer – Trust & Safety – Quality Analyst, Risk Investigations!
In this role, you will lead the continuous improvement process on Quality related metrics for the assigned 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
- Review/Audit Investigator’s transactions (action & reasons) to provide expert opinion on whether the transaction is, in compliance with policies & process
- Conduct coaching & feedback for Investigators. Help Investigators improve their quality performance
- Engage in appeals process with Investigators, team leaders & client stakeholders
- Ensure, self-expertise of the subject matter (process updates, policies, Quality Team’s 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 ‘define, update, innovate’ 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’s key performance indicators & value adds
- Accountable for performance standards for the assigned set of moderator’s 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
Qualifications we seek in you! Minimum Qualifications:
- Any graduate
- Excellent working experience as an Agent/Reviewer/Moderator/ Investigator in a Trust & Safety Process (content moderation/review/labelling/Investigations/fraud)
- Good communication & 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
- Experience as a subject matter expert/coach or quality auditor in their previous stint/organization
- Worked in 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. 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.
Job
Process Developer
Primary Location
India-Kolkata
Schedule
Full-time
Education Level
Bachelor’s / Graduation / Equivalent
Job Posting
Sep 23, 2024, 8:19:14 PM
Unposting Date
Ongoing
Master Skills List
Operations
Job Category
Full Time