Quality Analyst Content Moderation Senior Process Associate – Arabic – 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.

Inviting applications for the role of Quality Analyst - Content Moderation - Senior Process Associate Arabic On site Bucharest
In this role you will be responsible to support businesses manage knowledge effectively Manage Quality Metric for the process upskill of employees in terms of domain provide industry trained resources at lower cost to business creating & delivering modules on Communication Excellence & Customer Centric Behaviour.

Responsibilities
Effectively manage and mentor a team responsible for diverse workflows Quality channels and stakeholders
Work closely with Operation Team to provide feedback on quality.
Conduct Quality meetings with the team to analyse errors.
Guide and coach QAs to improve and sustain performance.
Passionately tell the story of why Quality matters build consensus and inspire others to move fast on fixing problems.
Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis.
Assess and prioritize the top-quality issues affecting the teams in your office across all decision-making channels.
Drive investigation of highly sensitive issues affecting your office working with teams and leaders across clients to understand what happened and why.
Stay connected with how our support ecosystem is evolving and help head off quality issues before they begin as clients products and communities change and grow.
Find creative workarounds for quality issues where our tools are the root cause and a technical solution is not imminent.
Actively re-review decision accuracy audits to ensure accuracy and alignment with quality process.
Manage investigations of escalations to understand the root cause.
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.

Qualifications we seek in you
Minimum qualifications
Any graduate /Post Graduate degree or equivalent with a solid academic record
Relevant experience in the BPM/ Service Industry with good experience in a Training/Quality Learning & Development role communication and customer experience improvement programs
Fluent in Read/Write in English & Arabic Language
Preferred qualifications
Demonstrated management ability across diverse functions (direct reports cross functional relationships 3rd party vendors. etc.)
Proven track record of collaborating with cross-functional groups to produce results
Demonstrated ability to perform well in a rapidly changing and extremely global team
Strong practical experience with Excel (PivotTable Charts Statistical functions) is essential.
Experience with Tableau/Power BI or other similar tools is a plus
Excellent communication skills
Strong critical thinking and exceptional problem-solving skills
Proven track record of breaking down complex process and identifying key pain points to deliver business improvements at the regional or global level
Passion for our mission of ensuring a world class support experience for our community
Quality certification (e.g. Lean Six Sigma TQM etc.) a plus
Project management certification (PMP Prince2 etc.) is a plus

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.