Quality Analyst - Senior Process Associate -Spanish On Site Bucharest

at  Genpact

With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and 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’re 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’re 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 Quality Analyst - Senior Process Associate -Spanish On Site Bucharest!
In this job, you will be responsible for keeping the digital streets safe for our communities across the world!

Responsibilities

• Monitor and report agent-wise and team level quality, conduct calibration, performing fraud and compliance audits.
• Review graphic, controversial, and offensive content in line with client’s legal policies and perform an analysis based on provided guidance.
• Develop knowledge across multiple policies to ensure faster, more efficient resolution.
• Take necessary steps to ensure quality metrics are met by assessing accurate samples and monitor process improvement initiatives.
• Investigate escalations of inaccurate decisions to understand the root cause(s) and implement corrective steps to improve quality.
• Provide insights and innovative ideas to improve quality and collaborate with training team to help develop agent quality improvement plans.
• 
  
• Define / update quality frameworks to match the workflows

• Provide instant feedback for correction and keep an eye on potential quality issues uphold a high standard of accuracy and quality while fulfilling job responsibilities.
• Participate in frequent refresher training to always conduct correct moderating policies.
• Use market-specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our social communities.
• Ensure that complaints are appropriately tracked, investigated, resolved, and communicated accurately using internal tools and systems.
• Perform tasks requested by the manager to ensure KPI’s and all performance metrics are met.
• Uphold positive working environment in all internal/external interactions.
• A willingness to learn and work on a dynamic project.

Qualifications we seek in you!

Minimum Qualifications / Skills

• Track team reporting, present audit findings, provide feedback and coaching to agents to improve quality.
• Escalate in a timely manner based on sound judgment to senior stakeholders.
• Spot new trends and raise them accordingly with senior management.

Preferred Qualifications/ Skills

• Mandatory experience Content Moderation, Trust and Safety or legal
• Experience with large volumes of incoming requests
• High School Degree
• Advanced level of TBD, min C1.
• level of English, min B2.

Important: This job may require working a 9/7 schedule with alternating shifts and daily review of online content that may be egregious/sensitive in nature, such as (but not limited to) graphic violence, self-harm, child abuse, and hate speech.

What can we offer?

• Attractive salary.
• Stable job offers - employment contract.
• Work in a multicultural and diverse environment with employees from over 30 countries
• Free access to our award-winning learning platform
• Benefits such as Private Medical Package, Meal Vouchers or Access to wellness programs

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. 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.
JobSenior Process Associate
Primary LocationRomania-Bucharest
ScheduleFull-time
Education LevelBachelor’s / Graduation / Equivalent
Job PostingMar 22, 2024, 9:50:07 AM
Unposting DateOngoing
Master Skills ListOperations
Job CategoryFull Tim

• Monitor and report agent-wise and team level quality, conduct calibration, performing fraud and compliance audits.
• Review graphic, controversial, and offensive content in line with client’s legal policies and perform an analysis based on provided guidance.
• Develop knowledge across multiple policies to ensure faster, more efficient resolution.
• Take necessary steps to ensure quality metrics are met by assessing accurate samples and monitor process improvement initiatives.
• Investigate escalations of inaccurate decisions to understand the root cause(s) and implement corrective steps to improve quality.
• Provide insights and innovative ideas to improve quality and collaborate with training team to help develop agent quality improvement plans.
• 
  
• Define / update quality frameworks to match the workflows

• Provide instant feedback for correction and keep an eye on potential quality issues uphold a high standard of accuracy and quality while fulfilling job responsibilities.
• Participate in frequent refresher training to always conduct correct moderating policies.
• Use market-specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our social communities.
• Ensure that complaints are appropriately tracked, investigated, resolved, and communicated accurately using internal tools and systems.
• Perform tasks requested by the manager to ensure KPI’s and all performance metrics are met.
• Uphold positive working environment in all internal/external interactions.
• A willingness to learn and work on a dynamic project