Process Developer – Quality Analyst

Gurgaon - India

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

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 Process Developer Quality Analyst
Responsibilities

This is a full-time role and would involve handling various tasks like the following:

Monitor and assess calls in line with client-mandated evaluation standards and forms
Analyze evaluated calls to identify performance gaps affecting key KPIs
Lead calibration sessions with Supervisors and Team Leaders and facilitate team huddles to share updates and month-to-date performance
Prepare audit reports based on monitoring outcomes and publish dashboards for visibility
Conduct hygiene audits to ensure smooth operations and compliance
Collaborate with cross-functional departments and teams to meet assigned deliverables and responsibilities
Work closely with Training and Call Quality teams to drive effective implementation of initiatives
Deliver ongoing reports and presentations for clients as well as internal stakeholders

Qualifications we seek in you!
Minimum Qualifications

College degree or equivalent

Excellent written and verbal communication skills
Comfortable presentation to group and providing coaching/feedback
Working knowledge of Microsoft Office Applications (Word PowerPoint Excel)
Proficient in relevant computer applications
Required language proficiency
Knowledge of customer service principles and practices
Knowledge of call centre telephony and technology
Relevant experience customer service environment
Good data entry and typing skills

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.