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_**_._**

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**_ 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:_**

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- **_Review/Audit Investigator’s transactions (action & reasons) to provide expert opinion on whether the transaction is, in compliance with policies & process_**

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- **_Conduct coaching & feedback for Investigators. Help Investigators improve their quality performance_**

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- **_Engage in appeals process with Investigators, team leaders & client stakeholders_**

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- **_Indulge in nurturing new hires & tenured bottom performers, via additional audits & actions to provide the hypercare required to improve quality performance_**

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- **_Contribute towards the process of ‘define, update, innovate’ the quality frameworks to meet client expectations and raising the bar, continuously on Quality. _**
- **_Implementation and effective usage of different Quality Check Tools, best practices, and procedures._**

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- **_Contribute towards overall process improvement ideas, insights, and projects to enhance process’s key performance indicators & value adds_**

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- **_Accountable for performance standards for the assigned set of moderator’s Quality Performance benchmarks & continuous improvement in a weekly/monthly manner_**

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- **_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 improvement_**_ _

**_Qualifications we seek in you_**:**_ _**
**_Minimum Qualifications:_**:**_ _**
- **_Any graduate_**

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- **_Excellent working experience as an Agent/Reviewer/Moderator/ Investigator in a Trust & Safety Process (content moderation/review/labelling/Investigations/fraud) _**
- **_Good communication & excellent interpersonal skills _**
- **_Ability to comprehend the dynamic nuances in the gaming world_**

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- **_Flexibility in working hours & shifts_**

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- **_Prior understanding & exposure towards quality process (audits, coaching & feedback, sampling & reporting)_**

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- **_Proficient on MS Office Tools (Excel, Word, PowerPoint etc )_**

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- **_Attention to detail, nature of being thorough & meticulous in their work_**

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**_ Preferred Qualifications:_**

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- **_Worked in trust & safety process/account in their previous organization_**

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- **_Prior experience of people/multiple stakeholder interaction_**

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Job_**_Process Developer_

**_ Primary Location_**_India-Kolkata_

**_ Schedule_**_Full-time_

**_ Education Level_**_Bachelor's / Graduation / Equivalent_

**_ Job Posting_**_Sep 23, 2024, 9:49:14 AM_

**_ Unposting Date_**_Ongoing_
- Master Skills List_Operations_
- Job Category_Full Time_