Customer Service Quality Analyst

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.

With more than 4,000 employees in our Bucharest, Cluj-Napoca and Iasi offices, we take pride in being the largest employer and talent developer in the business services industry. Our service portfolio includes eight domains: Finance and Accounting, Order Management, Procurement and Supply Chain, Sales Operations, IT Services, Customer Services, SOX Compliance and Trust and Safety.

Genpact is on the lookout for high-potential talent to join our growing teams in Bucharest, Cluj-Napoca and Iasi, or through our work from anywhere model. We offer our workforce a flexible work-life balance and enable them to work from the office, at home, or just about anywhere. Our diverse teams include foreign-language speakers in a variety of roles, such as Accounts Payable, Accounts Receivable, General Ledger, Customer Support, IT Support, Procurement, Order Management, Ad Moderation and Content Moderation.

Expert knowledge of social media, mobile apps, and digital and mobile marketing. Proven track record of reaching and exceeding sales goals.

Strong communication and interpersonal skills, good at work under pressure.

Passion for social media/entertainment marketing, and up for the challenge of building something from the bottom up.

Excellent communication and presentation skills.

A team player and collaborator

Proficient level of English min B2

Actively listen & review the work performed by the team, making sure all is done according to compliance with our policies and being able to rate that work in multiple parameters.

Monitor and report agent-wise and team level quality, conduct calibration, performing fraud and compliance audits.

Take necessary steps to ensure quality metrics are met by assessing accurate samples and monitoring process improvement initiatives.

Investigate escalations of inaccurate and/or improper course of action/decisions to understand the root cause(s) and implement corrective steps to improve quality.

Analytical bent of mind with the ability to root cause basis data and drive decisions

Keep a pulse on the agent's knowledge and skill gaps, share the gap and help the training team in creating a solution.

Keep up to date and proficient in processing voice and products.

Providing feedback, coaching, and mentoring to Personnel as needed, and working closely with the operation Team Leaders and Personnel to meet the relevant service level metrics.

Collect and share insights on process improvement, with training, operations or/and client

What can we offer?

Attractive salary.

Stable job offers - employment contract.

Work in a multicultural environment.

Various trainings (project specific & soft skills)

Possibility of development.

Benefits (Meal Tickets, Medical Services, Insurance, additional vacation days, partner discounts).