Quality Analyst in Customer Service – Senior Process Associate – 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.

Inviting applications for the role of Quality Analyst in Customer Service Senior Process Associate Spanish On Site Bucharest!
The candidates needs Conduct thorough audits on Quality Analysts evaluations to ensure consistency and alignment with client standards and expectations. They will be working with multiple client partners.

Responsibilities
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.
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.
Lead calibration sessions with Quality Analysts to standardize evaluation methods and improve scoring accuracy.
Deliver feedback in a constructive manner coaching Quality Analysts on how to maintain consistent standards.
Proactively seek out opportunities to improve quality audit processes introducing best practices from within the industry.

Qualifications we seek in you!
Minimum Qualifications / Skills
Relevant working experience in Customer Service / Tech Support process preferably voice based.
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.
Fluent in Read/Write in Spanish languageand English

Preferred Qualifications/ Skills
Any additional experience as a Quality Analyst preferably within a BPO environment handling customer service or tech accounts is an added advantage
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.