Quality Analyst Content Moderation - Senior Process Associate - Dutch – On

at  Genpact

MINIMUM QUALIFICATIONS

• Any graduate /Post Graduate degree or equivalent with a solid academic record
• Relevant experience in the BPM/ Service Industry, with good experience in a Training/Quality, Learning & Development role, communication, and customer experience improvement programs
• Fluent in Read/Write in English & Dutch Language

PREFERRED QUALIFICATIONS

• Demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
• Proven track record of collaborating with cross-functional groups to produce results
• Demonstrated ability to perform well in a rapidly changing and extremely global team
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential.
• Experience with Tableau/Power BI or other similar tools is a plus
• Excellent communication skills
• Strong critical thinking and exceptional problem-solving skills
• Proven track record of breaking down complex process and identifying key pain points to deliver business improvements at the regional or global level
• Passion for our mission of ensuring a world class support experience for our community
• Quality certification (e.g., Lean Six Sigma, TQM, etc.) a plus
• Project management certification (PMP, Prince2, etc.) is a plus

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 Quality Analyst Content Moderation - Senior Process Associate - Dutch – On site Bucharest
In this role, you will be responsible to support businesses, manage knowledge effectively, Manage Quality Metric for the process, upskill of employees in terms of domain, provide industry trained resources at lower cost to business, creating & delivering modules on Communication Excellence & Customer Centric Behaviour.

RESPONSIBILITIES

• Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and stakeholders
• Work closely with Operation Team to provide feedback on quality.
• Conduct Quality meetings with the team to analyse errors.
• Guide and coach QAs to improve and sustain performance.
• Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems.
• Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis.
• Assess and prioritize the top-quality issues affecting the teams in your office across all decision-making channels.
• Drive investigation of highly sensitive issues affecting your office, working with teams and leaders across clients to understand what happened and why.
• Stay connected with how our support ecosystem is evolving and help head off quality issues before they begin, as client’s products and communities change and grow.
• Find creative workarounds for quality issues where our tools are the root cause, and a technical solution is not imminent.
• Actively re-review decision accuracy audits to ensure accuracy and alignment with quality process.
• Manage investigations of escalations, to understand the root cause.
• This job may require working a 24/7 schedule with alternating shifts and daily review of online content that may be highly egregious/ sensitive in nature, such as (but not limited to) graphic violence, self-harm, child abuse, and hate speech.