Sr Associate

4 weeks ago

Pune, India Genpact Full time

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.

Inviting applications for the role of Quality Analyst/Sr. Quality Analyst- Customer Care

In this role, The Quality Analyst will be responsible for Conducting quality audits on customer interactions to ensure adherence to SOP’s and compliance requirements. They would be responsible for Participate in calibration sessions with Clients to ensure scoring consistency and best practices.

Successful candidates should possess relevant years of experience in servicing US-based customers, preferably in Banking, Crypto Financial Crime and/or FinTech Domains. They must have demonstrated strong organizational, time-management, and written and oral communication skills.

Responsibilities

·Incumbent should be open to work in 24*7 environment.

·Conducting quality audits on customer interactions to ensure adherence to SOP’s and compliance requirements (Voice, Chat and Email).

·Participate in calibration sessions with Clients to ensure scoring consistency and best practices.

·Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies by going through internal knowledge hub.

·Should be well versed in performing RCA and CAPA, Bottom Quartile Management, analyze and drive CSAT/NPS, Trend Analysis, 7QC Tools, Reports & Charts.

·Should be able to drive SMART feedback to ensure effective coaching with minimal impact on recipient efficiency.

·Hand on experience of working on MS Office & G-Suite applications.

·Excellent communication skills, both verbal and written

·Flexibility to work in a dynamic and fast-paced environment.

·Self-starter, sense of urgency and works well under pressure.

·Demonstrated ability to multi-task and meet timelines or deliverables.

·Must have demonstrated strong organizational, time-management, and written and oral communication skills.

·Ability to constructively confront peers and colleagues with value added input, feedback, and assessments.

Qualifications we seek in you

Minimum Qualifications

·Excellent customer service skills and ability to assist in customer inquiries independently.

·Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.

·Self-disciplined, diligent, proactive and detail oriented

·Ability to effectively manage time, and individually prioritize multiple tasks of competing priority.

·Ability to maintain high levels of confidentiality and data security standards.

Preferred Skillset / Qualifications

·Understanding of MS Office applications like Excel, Word, PowerPoint, Outlook, etc.

·Keen attention to detail, customer profiling and pattern identification

·Minimum Graduate (Any Degree).

·Minimum years of experience in the Quality Assurance domain in the BPO industry.

·Having LSSYB/ LSSGB is an added skillset.

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