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 Team Lead - Management Trainee – English – On Site Bucharest
In this role you will be leading a team of quality analysts and liaison with internal and external stakeholders to meet the client’s quality goals.
Responsibilities
• Provide real time support to Quality Analyst
• Responsible for working with a group of Quality Analysts. The role will include collaboration with team leaders Ops Managers to define the quality requirements both internally and externally lead the efforts on accomplishing them
• Driving performance for Quality Analysts (their efficiency, quality hygiene metrics) management of your team member to meet all SLA’s
• Conduct checks/audits on Genpact QA teams and coach the QAs on all the opportunities captured.
• Develop and deploy blueprint for ideation and insight generation aimed at improving overall customer experience and process improvement.
• Closely monitor efficiency metrices and raise
• Responsible for driving outcomes on Quality related metrics drive continuous improvement projects, plan for any contingencies/failure modes for respective region
• Weekly deep dive with quality analysts, team leaders and client’s partners basis weekly quality trends
• Leading reviews collaboration (including WBRs) from a quality mgt. standpoint for clients as well as internal Genpact stakeholders. Engage in elaborate data analytics study for presentations story telling
Qualifications we seek in you
Minimum Qualifications / Skills
• Experience working as a Team Leader/Quality
• Good knowledge of quality/training processes and policy enforcement in an Operations Environment
• Excellent communication interpersonal Skills
• Ability to comprehend the dynamic nuances in the gaming domain/world
• Expert on MS Office Tools (Excel, Word, PowerPoint etc )
• Attention to detail, nature of being thorough meticulous in their work
• Technical Skills: Proficient in quality monitoring tools, data analysis software, and client management systems (e.g., CRM platforms). Strong Excel skills are a plus.
• Language Requirement: C1 English Proficiency
Preferred Qualifications/ Skills
• Experience as a policy specialist in their previous stint/ org
• Prior People Mgt. Multiple Stakeholder Mgt. experience
• Demonstrated stable tenure trend in past organizations/career journey
What can we offer?
• Attractive salary.
• Stable job offers - employment contract.
• Work in a multicultural environment;
• Various trainings (initiating, soft skills).
• Possibility of development;
• Benefits (Meal Tickets, Medical Services, Insurance, additional vacation days, partner discounts).
Genpact 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 genpact.com and on LinkedIn, X, YouTube, and Facebook.
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.