Universal Coach – Senior Process Associate– English – On Site 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 an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead. Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today. Get to know us at and on LinkedIn X YouTube and Facebook.


Inviting applications for the role of Universal Coach Senior Process Associate English On Site Lisbon!

Responsibilities
Document process opportunities and drive insights
Provide floor support to assist admins with queries while performing jobs
Support admins to utilize navigate and leverage knowledge resources to make informed decisions while performing jobs
Understand & analysis the golden set quality process workflow level performance & RCA
Conducts internal audits to determine accuracy of decisions made by content moderators within required timeframes
Supports end-to-end internal audit quality activities including but not limited to audit planning implementation feedback and re-audit as required
Analyzes errors and RCAs provides timely helpful and usable feedback to respective individuals to drive improved performance
100% Error feedback dispute closures & group sessions for aligned admins / monitored admins
Cascades documented feedback to respective teams
Takes part in the appeal review process to establish the correct policy tag and explanation for appealed videos
Works closely with Training teams to identify report and prioritize training needs based on top error categories
Helps with auditing other QAs performance through internal audit of audits (AoA)
Works with Leadership team to improve underperformance or bottom quartile performance
Actively participates in calibration sessions and cascade learnings to the teams
Drives process improvements within the Content Review process
Identify and create action plans for bottom performers along with FLMs to drive improvement
Audit and nesting support for new admins
Documentation & circulation of MoMs from client and internal Calibrations

Minimum Qualifications
Bachelors degree with Relevant experience in Trust and Safety or policy compliance related backend workflow experience in a reputed organization
Should have solid understanding of workflow tools used for providing services
- Experience working as an Agent in same/similar workflows
High level of energy drive enthusiasm initiative and commitment
Excellent communication consulting influencing and interpersonal skills vi. Proven track record of collaborating with cross-functional groups to produce results
Eye for detail
Demonstrated stable job tenure
Relevant experience in a training delivery role or QA/SME role in an international environment
Good knowledge of Quality/Process Improvement techniques iii. High level of energy drive enthusiasm initiative and commitment
Excellent communication consulting influencing and interpersonal skills.
Excellent Skills on building and understanding data sets related to New Hire Training and Knowledge Mgt. to come up with actionable insights
Proven track record of collaborating with cross-functional groups to produce results
Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams Ability to perform duties objectively devoid of inherent biases or personal beliefs
Highest level of professionalism and self-motivation
Passion for ensuring a world class support experience for our community
This job may require working a 24/7 schedule with alternating shifts and daily review of online content that may be highly egregious/sensitive in nature such as (but not limited to) graphic violence self harm child abuse and hate speech.

Preferred qualifications
Proficient level of English (C1) language
Strong knowledge of quality/training improvement techniques and policy enforcement in an Operations Environment
Demonstrated strong analytical problem solving skills
Self-motivated high-energy levels and works well under strict deadlines
Strong practical experience with Excel/Google Spreadsheet (PivotTable Charts Statistical functions)
Problem solving and detail orientated
Superior facilitation skills familiarity with virtual facilitation
High level of energy drive enthusiasm initiative and commitment
Excellent communication consulting influencing and interpersonal skills
Ability to collaborate with diverse stakeholders to deliver results
Passion for driving performance for larger client purpose
Performs well in a dynamic environment across multiple sites/teams
Ability to drive new changes in a fast and constructive manner

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.