Customer Service Quality Analyst

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.

Expert knowledge of social media, mobile apps, and digital and mobile marketing. Proven track record of reaching and exceeding sales goals.

Strong communication and interpersonal skills, good at work under pressure.

Passion for social media/entertainment marketing, and up for the challenge of building something from the bottom up.

Excellent communication and presentation skills.

A team player and collaborator

Proficient level of English min B2

Actively listen & review the work performed by the team, making sure all is done according to compliance with our policies and being able to rate that work in multiple parameters.

Monitor and report agent-wise and team level quality, conduct calibration, performing fraud and compliance audits.

Take necessary steps to ensure quality metrics are met by assessing accurate samples and monitoring process improvement initiatives.

Investigate escalations of inaccurate and/or improper course of action/decisions to understand the root cause(s) and implement corrective steps to improve quality.

Analytical bent of mind with the ability to root cause basis data and drive decisions

Keep a pulse on the agent's knowledge and skill gaps, share the gap and help the training team in creating a solution.

Keep up to date and proficient in processing voice and products.

Providing feedback, coaching, and mentoring to Personnel as needed, and working closely with the operation Team Leaders and Personnel to meet the relevant service level metrics.

Collect and share insights on process improvement, with training, operations or/and client

What can we offer?

Attractive salary.

Stable job offers - employment contract.

Work in a multicultural environment.

Various trainings (project specific & soft skills)

Possibility of development.

Benefits (Meal Tickets, Medical Services, Insurance, additional vacation days, partner discounts).