Pd - Qa/ Trainer - Kolkata

Genpact NYSE G is a global professional services and solutions firm delivering outcomes that shape the future Our 125 000 people across 30 countries are driven by our innate curiosity entrepreneurial agility and desire to create lasting value for clients Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises including the Fortune Global 500 with our deep business and industry knowledge digital operations services and expertise in data technology and AI We are inviting applications for the role of Process Developer - Trust Safety - Quality Analyst Risk Investigations In this role you will lead the continuous improvement process on Quality related metrics for the assigned team by first foremost being an in-house specialist of the process policies conducting a variety of Quality Assurance tasks which include transaction review random audits provide coaching feedback to agents engage in Calibrations Root Cause Exercise contribute their assigned part on action plans Responsibilities xc2 xb7 Review Audit Investigators transactions action reasons to provide expert opinion on whether the transaction is in compliance with policies process xc2 xb7 Conduct coaching feedback for Investigators Help Investigators improve their quality performance xc2 xb7 Engage in appeals process with Investigators team leaders client stakeholders xc2 xb7 Ensure self-expertise of the subject matter process updates policies Quality Teams Standard Operating Procedure xc2 xb7 Indulge in nurturing new hires tenured bottom performers via additional audits actions to provide the hypercare required to improve quality performance xc2 xb7 Contribute towards the process of define update innovate the quality frameworks to meet client expectations and raising the bar continuously on Quality xc2 xb7 Implementation and effective usage of different Quality Check Tools best practices and procedures xc2 xb7 Contribute towards overall process improvement ideas insights and projects to enhance processs key performance indicators value adds xc2 xb7 Accountable for performance standards for the assigned set of moderators Quality Performance benchmarks continuous improvement in a weekly monthly manner xc2 xb7 Responsible to partner contribute on classroom training delivery with respective team leader or training specialists Also engage in refresher training as per training need identifications action plans for continuous improvementQualifications we seek in you Minimum Qualifications xc2 xb7 Any graduate xc2 xb7 Excellent working experience as an Agent Reviewer Moderator Investigator in a Trust Safety Process content moderation review labelling Investigations fraud xc2 xb7 Good communication excellent interpersonal skills xc2 xb7 Ability to comprehend the dynamic nuances in the gaming world xc2 xb7 Flexibility in working hours shifts xc2 xb7 Prior understanding exposure towards quality process audits coaching feedback sampling reporting xc2 xb7 Proficient on MS Office Tools Excel Word PowerPoint etc xc2 xb7 Attention to detail nature of being thorough meticulous in their workPreferred Qualifications xc2 xb7 Experience as a subject matter expert coach or quality auditor in their previous stint organization xc2 xb7 Worked in trust safety process account in their previous organization xc2 xb7 Prior experience of people multiple stakeholder interactionGenpact 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 diversity and inclusion respect and integrity customer focus and innovation Get to know us at and on and 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