Senior Process Associate - Quality Analyst

About the position

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 Senior Process Associate, Quality Analyst! In this role, responsible for delivering on programs and processes that drive growth in our segment of advertisers. As a Strategic Sales Specialist you will support innovative scalable sales programs for a global Social Media platform across a diverse set of customers, focusing on driving revenue and product adoption.

Responsibilities

• Grading calls and email: Evaluate the quality of calls and emails using the QA Rubrics and site goals.
• Documenting your observations and insights: Record your evaluations and insights on Genpact and client systems in a thorough and comprehensive manner.
• Sharing insights with key stakeholders: Share insights with leadership and client stakeholders in a professional manner, using both written and oral communication.
• Coaching Account Strategists: Effectively coach Account Strategists on their errors, and help them understand why they made their errors using call listening and by asking them probing questions.
• Show Account Strategists how they can use your feedback to improve in key metrics such as Pitch, Adoption, and Revenue, on upcoming calls.
• Provide floor support and conduct sessions to upskill Account Strategists on product knowledge and best practices.
• Maintain 90% alignment with the client audit of audit.
• Be able to share insights and challenge areas regarding the rubrics, tools, and the overall QA process.

Requirements

• No NI/PIP/CAP for the last 6 months.
• 1 or fewer attendance points in the past 30 days.
• LTO Status (Not in New Hire Training or Nesting).
• Strong oral and written communication and interpersonal skills with the ability to train and mentor effectively.
• Passion for continuous learning and development.
• Self driven and conscientious worker with good attendance.
• Ability to collaborate with cross-functional teams to help the site meet its objectives.

Nice-to-haves

• Previous Experience as a QA.
• Consistent EE or ME1 AES Ranking for the past 6 months.
• Degree or Certificate related to Adult Education, Sales, Marketing, or a related field.

Benefits

• The approximate annual base compensation range for this position is $45,000 to $50,000.