Game Quality Analyst- Senior Process Associate with German

We are Genpact

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.

Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Genpact in Romania

With more than 4,000 employees in our Bucharest, Cluj-Napoca, and Iasi offices, we take pride in being the largest employer and talent developer in the business services industry. Our service portfolio includes eight domains: Finance and Accounting, Order Management, Procurement and Supply Chain, Sales Operations, IT Services, Customer Services, SOX Compliance, and Trust and Safety.

On May 11, 2023, Genpact was awarded as the “New Entrant of the Year” at the PIN Awards Gala in Iasi, an award that celebrates its rapid growth and new presence in the region. On May 24, Genpact was announced as the winner of the Top Digital Transformation Services Provider award at the Romanian Business Services Forum & Awards 2023!

On June 15, our team received multiple awards at the ABSL Gala in Romania. We are honored to have won the prestigious Business Leader in Customer Experience award for our Mystery Case Study, a solution that allows our clients to stand out in a competitive marketplace and forge enduring connections with their customers. Additionally, we secured 2nd place for Business Leader in Business Excellence and 3rd place for Business Leader in Talent Development.

Genpact Romania was recognized as the third most desired employer in BPO and shared services by Catalyst Solutions in 2022 and was also awarded by HR Club as the winner of the Human Resources Strategy category during the Gala of Awards for Excellence in Human Resources in Romania in March 2022.

A constantly growing company

Genpact is on the lookout for high-potential talent to join our growing teams in Bucharest, Cluj-Napoca and Iasi, or through our work from anywhere model. We offer our workforce a flexible work-life balance and enable them to work from the office, at home, or just about anywhere. Our diverse teams include foreign-language speakers in a variety of roles, such as Accounts Payable, Accounts Receivable, General Ledger, Customer Support, IT Support, Procurement, Order Management, Ad Moderation and Content Moderation.

Why Genpact?

We’re committed to the relentless pursuit of a world that works better for people. Our entrepreneurial, inclusive culture gives our people the freedom and autonomy to experiment fearlessly, seize opportunities, and push boundaries to turn visions into realities by combining deep domain expertise with diverse perspectives. We’re looking for thinkers and do-ers. People with a natural curiosity, a hunger to keep learning and keep growing.

We offer our workforce flexible work-life balance and a work-from-anywhere model. We empower our employees to upskill themselves for their current roles and their future career aspirations with Genome, our industry-leading internal learning platform. We also leverage our talent transformation initiative, TalentMatch, to match individual skills and job aspirations with existing and future job opportunities within the company.

Work from the office, home, or just about anywhere

We’ve reimagined and redesigned our business model into a hybrid one that allows our employees to work from anywhere within the geographies we operate in while we make use of our offices as spaces for social interaction and collaboration.

In Bucharest, our office is located in the Hermes Business Park, a mere 300 m from the Pipera subway station. The entire building has been designed to keep our people engaged and efficient, with cozy lounges and social areas spread throughout, including 6 state-of-the-art relaxation rooms, 400 parking places, bicycle parking with showers and a kindergarten.

In Cluj, the Genpact office is located in the Riviera Business Center One, and has 4 floors, 4 cafeterias, and 2 relaxation rooms.

In Iași, we are in the heart of the city in the United Business Center 5. Our unique collaboration hub serves as a thriving workspace and meeting point for clients and employees working in remote capacities. This one-of-a-kind hub facilitates networking, workshops and events, fostering an environment of knowledge exchange and innovation.

Interested? Find out more at careers.genpact.com.

Qualifications we seek in you!

Minimum Qualifications
• Any graduate
• Interest in playing PC games and good acumen towards gaming terminologies, new-age gaming world & Industry
• 2+ Years’ Experience working as an Agent/Reviewer/Moderator in a Trust & Safety Process (content moderation/review/labelling)
• Good communication (Minimum B2 proficiency as per CEFR on English and German) & excellent interpersonal skills
• Ability to comprehend the dynamic nuances in the gaming world
• Flexibility in working hours & shifts
• Prior understanding & exposure towards quality process (audits, coaching & feedback, sampling & reporting)
• Proficient on MS Office Tools (Excel, Word, PowerPoint etc )
• Attention to detail, nature of being thorough & meticulous in their work

Preferred Qualifications/ Skills
• 1 Year+ experience as a subject matter expert/coach or quality auditor in their previous stint/organization
• Worked in more than 1, trust & safety process/account in their previous organization
• Prior experience of people/multiple stakeholder interaction

Inviting applications for the role of Game Quality Analyst with German!

In this role, you will lead the continuous improvement process on Quality related metrics for the assigned set of moderators/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
• Ability & willingness to review and moderate the platform (periodically) on the base of policies, processes, and guidelines. Provide actions & reasons on each decision/transaction. Review and investigate 3D, visual, graphic, audio, and text content for violation of policies and guidelines. (For example, slurs, cuss words, adult content, etc.). The role also involves moderating content of an egregious nature.
• Review/Audit moderator’s transactions (action & reasons) to provide expert opinion on whether the transaction is, in compliance with policies & process
• Conduct coaching & feedback for moderators. Help moderators improve their quality performance
• Engage in appeals process with moderators, team leaders & client stakeholders
• Ensure, self-expertise of the subject matter (process updates, policies, Quality Team’s Standard Operating Procedure)
• Indulge in nurturing new hires & tenured bottom performers, via additional audits & actions to provide the hypercare required to improve quality performance
• 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.
• Contribute towards overall process improvement ideas, insights, and projects to enhance process’s key performance indicators & value adds
• Accountable for performance standards for the assigned set of moderator’s Quality Performance benchmarks & continuous improvement in a weekly/monthly manner
• 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