Customer Support Quality Analyst – Senior Process Associate – Italian – Hybrid Lisbon

Ready to shape the future of work
At Genpact we dont just adapt to changewe drive it. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving tech-driven environment love solving real-world problems and want to be part of a team thats shaping the future this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.

Inviting applications for the role of Customer Support Quality Analyst Senior Process Associate Italian Hybrid Lisbon
Your job will include the following activities:
Responsibilities
Capable of ensuring policy/legal compliance and safety of content uploaded to the platform.
Preferably familiar with the social media industry and content moderation practices.
Flexible to policy changes shifting schedules and dedicated to standard operating protocols.
Respond to and resolve escalated customer inquiries in a timely and professional manner.
Investigate complex customer issues and identify root causes.
Work with other teams to develop and implement solutions to customer issues.
Provide feedback to Tier 1 agents and other teams on how to improve customer service.
Stay up to date on clients products and services as well as industry best practices.
Escalate critical issues to the appropriate team.

Minimum Qualifications:
Italian and English Level Upper Intermediate (B2) or Intermediate (B1)
Education qualification: High School and above.
Great understanding of social media products and services
Excellent customer service skills including the ability to communicate effectively and empathize with customers.
Ability to work independently and as part of a team.
Proficient in problem-solving and analysis
Ability to prioritize and manage multiple tasks simultaneously.
Excellent written and verbal communication skills

Preferred Qualifications
Experience with customer relationship management (CRM) systems
Experience with troubleshooting technical issues
Experience with data analysis

Why join Genpact
Be a transformation leader Work at the cutting edge of AI automation and digital innovation
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your career Get hands-on experience mentorship and continuous learning opportunities
Work with the best Join 140000 bold thinkers and problem-solvers who push boundaries every day
Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.

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.
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.