Manager Business Analyst Quality ControlQuality Consultant

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 Manager - Business Analyst - Quality Control/Quality Consultant

Role Overview:

We are seeking a highly motivated and analytical Business Analyst to join our growing team. The Business Analyst will play a crucial role in bridging the gap between business needs and technology solutions. This individual will be responsible for gathering analyzing and documenting business requirements facilitating communication between stakeholders and ensuring that solutions align with strategic objectives. The ideal candidate possesses strong problem-solving skills excellent communication abilities and a proven track record in successful project delivery.

Responsibilities
Analyse and model business processes and workflows.
Create detailed business requirements documents (BRDs) user stories and functional specifications.
Collaborate with stakeholders including developers testers and project managers Quality to ensure requirements are understood and implemented.
Conduct gap analysis and identify areas for process improvement.
Perform data analysis and generate reports to support decision-making.
Support project management activities by tracking requirements and providing status updates.
Build and maintain operational dashboards (volume SLA backlog escalations)
Perform RCA (Root Cause Analysis) for spikes or dips in metrics
Forecast staffing needs based on volume QA QA and trend modeling based on product evolution
Automate Reports based on client need (WoW or Daily)
Report on agent-level performance and escalation trends
Present insights to clients and internal leadership weekly/monthly - Gather and document business requirements through interviews workshops and surveys.
Contribute to project planning scheduling and risk management activities.
Monitor project progress identify potential roadblocks and propose corrective actions.
Ensure that solutions are delivered on time within budget and to the required quality standards.
Support post-implementation review and continuous improvement initiatives.

Qualifications we seek in you
Minimum qualifications

Bachelors degree in Business Administration Information Technology Computer Science or a related field
Proven experience as a Business Analyst
Good understanding of business analysis techniques and methodologies.
Proficiency in requirements gathering and documentation.
Experience with process modeling and workflow analysis.
Good communication and interpersonal skills.
Good analytical and problem-solving abilities.
Advanced Excel SQL and dashboard tools (Tableau Power BI)
Understanding of Trust & Safety metrics: Error Rate Escalation % Turnaround Time (TAT)
Data storytelling and stakeholder communication
Preferred qualifications
Good to have any Maps experience ( Google Maps/Apple Maps etc)
Insights and ability to train people on quality evaluation aspects related to core functions.

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.