Quality Analyst in Customer Service Senior Process Associate Spanish On Site Bucharest
Quality Analyst in Customer Service Senior Process Associate Spanish On Site Bucharest
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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 of Quality Analyst in Customer Service Senior Process Associate Spanish On Site Bucharest!
Office Timings: 9am to 6pm MonFriday Work from Office
The candidates needs Conduct thorough audits on Quality Analysts evaluations to ensure consistency and alignment with client standards and expectations. They will be working with multiple client partners.
Responsibilities
Quality Audits and Assessments Conduct thorough audits on Quality Analysts evaluations to ensure consistency and alignment with client standards and expectations.
Review and validate scoring accuracy calibration and overall adherence to established quality guidelines and social media policies.
Perform deepdive analyses on critical cases to identify trends gaps and areas for improvement.
Generate detailed reports on audit findings highlighting root causes of discrepancies and offering actionable recommendations.
Develop and monitor key quality performance indicators (KPIs) such as accuracy compliance and error rate across the QA team.
Present insights and data trends to stakeholders including client management to align on quality improvement initiatives.
Lead calibration sessions with Quality Analysts to standardize evaluation methods and improve scoring accuracy.
Deliver feedback in a constructive manner coaching Quality Analysts on how to maintain consistent standards.
Proactively seek out opportunities to improve quality audit processes introducing best practices from within the industry.
Qualifications we seek in you!
Minimum Qualifications / Skills
Relevant working experience in Customer Service / Tech Support process preferably voice based.
Technical Skills: Proficient in quality monitoring tools data analysis software and client management systems (e.g. CRM platforms). Strong Excel skills are a plus.
Fluent in Read/Write in Spanish languageand English
Preferred Qualifications/ Skills
Any additional experience as a Quality Analyst preferably within a BPO environment handling customer service or tech accounts is an added advantage
Strong knowledge of social media policies content moderation and community standards.
Ability to work independently and make datadriven decisions under pressure.
Adaptability to quickly understand and incorporate changes in social media policies or client requirements.
Certifications: Quality certification (e.g. Six Sigma COPC or ISO) preferred but not mandatory.
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. Get to know us at and on LinkedIn X YouTube and Facebook.
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
