Policy SME Content Moderation Senior Process Associate English On Site Bucharest

Inviting applications for the role ofPolicy SME Content Moderation Senior Process Associate English 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

• To disseminate new/existingpolicyupdate across entire program teams spanning across various flows Process Markets communication channels used to disseminate the policies.
• To check the Usage Impact and Effectiveness ofpolicyupdate across entire program. Assess usage drive compliance & adherence see how its impacting the Operations Service Delivery to end users.
• Work collaboratively with both Internal External stake holders inPolicyManagement
• Providing thepolicyinsights by reviewing the entire set of policies and take constructive feedback from program teams (Across various layers AgentsSMEs QSAs Trainers TLs Managers etc. part of this program) and close loop on HBPolicyManagement
• Share Inputs and adhocpolicybased any news feed observations trends proactive notification.

Understand an escalation path along with timelines swiftly escalate any broken delinked conflicting policies to HBPolicySPOC and bridging the identified gap by getting them updated with help of HBpolicySPOC and disseminating it to their aligned market

• Attend calibration session and work with FLMs to ensure all FLMs and their respective teams are on the same page.
• Conduct RCA for top error drivers.

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.

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.