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 – Domain Trainee - English – On site Dublin Is considered a tenured agent that supports and coaches team members while enforcing policies and driving quality performance, while balancing the need for efficiency.
They will be the main liaison between training, quality, and operations.Responsibilities• Partner with client internal teams to ensure that decisions made by Vendor's staff are being regularly audited for accuracy and that performance feedback is being shared with the responsible teams.
• Support every aspect of internal audit quality from audit planning, implementation, feedback and re-audit as required.
• Complete all audits in the required timeframe and provide timely and usable feedback to 'Agents' to drive improved performance.
• Proactively identify areas of our content policies/operational guidelines requiring training and coordinate findings with training partners to bridge knowledge gaps.
• Collaborate with relevant Operations team(s) and Quality Manager(s) for performance enhancement of personnel not meeting effectiveness metrics.
• Become and remain knowledgeable about client products and serve as the expert to ensure awareness and understanding of Content Policy and Operational Guidelines and reinforce associated changes to operations teams.
• Make well balanced decisions related to effectiveness metrics, and personally driven to be an effective advocate for our community by reinforcing process and policy changes to operations teams.
• Mentor new teammates the use of audit tools and systems.• Develop process documentation and aggregate feedback about the functionality of audit tools.
• Identify, aggregate, prioritize and report on inefficiencies and error trends in process/systems/tools/policy through root cause analysis, and suggest solutions through action plans.
• Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users.
• Work closely with Quality Leaders to develop and support the planning and design of improvement initiatives.Minimum QualificationsMinimum qualifications we seek in you!• Passion for providing 1:1 support to people with accuracy and empathy.
• Written and verbal language proficiency in English and at least one local language supported at the site (see Section 2.3 and 6.1 for required level).
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential.
• Experience with Tableau/Power BI or other similar tools is a plus.
• Exceptional attention to detail and nuance.Preferred qualifications• Demonstrated ability to perform well in a highly dynamic, rapidly changing environment.
• Strong critical thinking and problem-solving skills.• Ability to multitask and work independently in an unstructured environment.
What can we offer?• Attractive salary;• Work in a multicultural environment;• Various trainings (initiating, soft skills);• Possibility of development;