Quality Analyst Content Moderation- Senior Process Associate - Swedish On site Bucharest
Quality Analyst Content Moderation- Senior Process Associate - Swedish On site Bucharest
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125000 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 ofQuality Analyst Content Moderation Senior Process Associate Swedish 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 weekoverweek basis.
Assess and prioritize the topquality issues affecting the teams in your office across all decisionmaking 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 clients 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 rereview 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 selfharm child abuse and hate speech.
Qualifications we seek in you
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 rolecommunication and customer experience improvement programs
- Fluent in Read/Write in English & Swedish Language
Preferred qualifications
Demonstrated management ability across diverse functions (direct reports cross functional relationships 3rd party vendors. etc.
Proven track record of collaborating with crossfunctional 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 problemsolving 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
What can we offer
Attractive salary.
Stable job offers employment contract.
Work in a multicultural environment;
Various trainings (initiating soft skills).
Possibility of development;
Benefits (Meal Tickets Medical Services Insurance additional vacation days partner discounts).
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 respect and integrity customer focus and innovation. For more information visit www.genpact . 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.
Required Experience:
Senior IC
Employment Type
Full-Time
