Management Trainee - Quality Analyst

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.

Job Description: Quality Assurance (QA) Management Trainee/Assistant Manager
The Quality Assurance (QA) Specialist is responsible for monitoring evaluating and ensuring the quality of processes and outputs within the organization. The QA Specialist will work closely with various teams to enhance performance reduce errors and improve overall efficiency.
Responsibilities:
In this role you will be responsible for ensuring that the team meets established quality standards providing feedback and coaching to improve individual and team performance and maintaining compliance with company policies and procedures.
Monitor live and recorded calls to assess performance in areas such as soft skills product knowledge call handling adherence to processes and compliance requirements
Collaborate with training and operations teams to identify performance gaps and recommend improvement initiatives
Track and report on quality trends and key performance indicators (KPIs) regularly
Identify trends gaps and areas of improvement in the customer service process
Ensure compliance with regulatory and industry standards including data protection and customer privacy
Deliver call quality feedback to Front Line Managers (FLMs) to support agent performance improvement
Analyze data to identify patterns and recommend process improvements to enhance overall service quality
Report interactions which does not comply with company policies regulatory requirements and industry standards.
Update and maintain QA documentation including evaluation forms and quality checklists
Participate in regular calibration sessions to ensure consistency in quality evaluation across the team.

Qualifications
Minimum qualifications
Bachelors degree in business communication or a related field is preferred.
Preferred qualifications d
4 years of experience in a QA role within a contact center environment
Strong analytical skills with a focus on data-driven decision-making
Attention to detail and the ability to manage multiple tasks effectively
Problem-solving skills and a proactive approach to identifying and resolving issues
Customer/Participant-focused mindset with a commitment to enhancing service delivery
Proficiency in QA methods and tools with the ability to quickly learn new systems
Ability to work independently and as part of a team
Strong organizational skills with a focus on accuracy and efficiency

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 . 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.