Content Moderation Process Developer Quality Analyst (Auditor) – Spanish – On site Bucharest

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.

We are inviting applications for the role of Content Moderation - Process Developer - Quality Analyst (Auditor) Spanish On site Bucharest
We are seeking a skilled Quality Analyst (Auditor) with a strong background in the BPO industry to join our team. This role will support one of the worlds largest social media platforms by ensuring high standards of quality across all interactions and processes. The Quality Analyst will audit and assess the work of other Quality Analysts focusing on identifying trends enhancing accuracy and driving continuous improvement in service delivery. This position requires deep knowledge of quality auditing standards an eye for detail and the ability to provide constructive feedback within a high-stakes environment.
This position requires bilingual agents with Native process language plus B2 English.
Language Requirement: Process Language at C1. English B2
Responsibilities
1. 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 deep-dive analyses on critical cases to identify trends gaps and areas for improvement.
2. Data-Driven Insights and Reporting:
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.
3. Calibration and Training:
Lead calibration sessions with Quality Analysts to standardize evaluation methods and improve scoring accuracy.
Identify training needs within the QA team based on audit outcomes and collaborate with the Learning and Development (L&D) team to address skill gaps.
Deliver feedback in a constructive manner coaching Quality Analysts on how to maintain consistent standards.
4. Continuous Improvement Initiatives:
Proactively seek out opportunities to improve quality audit processes introducing best practices from within the industry.
Collaborate with the operations training and process improvement teams to implement continuous improvement strategies that drive excellence.
Stay up-to-date with the social media platforms policies and evolving trends to ensure quality processes remain relevant.
5. Compliance and Risk Management:
Monitor adherence to social media content guidelines privacy standards and data protection regulations within Quality Analyst evaluations.
Identify potential compliance risks and escalate as necessary to mitigate any client impact.
Ensure the integrity and confidentiality of all audit information adhering to company and client data security protocols.

Qualifications we seek in you
Minimum qualifications
Experience: Relevant working experience in Customer Service / Tech Support process preferably Voice based.
Any additional experience as a Quality Analyst preferably within a BPO environment handling customer service or tech accounts is an added advantage
Education: Bachelors degree in a related field (e.g. Business Administration Communications or Quality Management) or equivalent experience.
Technical Skills: Proficient in quality monitoring tools data analysis software and client management systems (e.g. CRM platforms). Strong Excel skills are a plus.
Analytical Skills: Proven track record of analyzing complex data sets to draw actionable insights and drive process improvements.
Communication: Strong verbal and written communication skills able to convey complex findings and feedback clearly and constructively.
Attention to Detail: High accuracy and attention to detail in reviewing evaluations scoring and data analysis.

Preferred qualifications
Strong knowledge of social media policies content moderation and community standards.
Ability to work independently and make data-driven 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.

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.