Universal Coach – Senior Process Associate – English– On Site Lisbon!

Ready to shape the future of work? 
At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
   

Inviting applications for the role of Universal Coach – Senior Process Associate – English– On Site Lisbon!

Responsibilities
•    Document process opportunities and drive insights
•    Provide floor support to assist admins with queries while performing jobs
•    Support admins to utilize, navigate and leverage knowledge resources to make informed decisions while performing jobs
•    Understand & analysis the golden set quality process, workflow level performance & RCA
•    Conducts internal audits to determine accuracy of decisions made by content moderators, within required timeframes
•    Supports end-to-end internal audit quality activities, including but not limited to audit planning, implementation, feedback, and re-audit as required
•    Analyzes errors and RCAs, provides timely, helpful, and usable feedback to respective individuals to drive improved performance
•    100% Error feedback, dispute closures & group sessions for aligned admins / monitored admins
•    Cascades documented feedback to respective teams
•    Takes part in the appeal review process to establish the correct policy tag and explanation for appealed videos 
•    Works closely with Training teams to identify, report and prioritize training needs based on top error categories
•    Helps with auditing other QAs’ performance through internal audit of audits (AoA)
•    Works with Leadership team to improve underperformance or bottom quartile performance
•    Actively participates in calibration sessions and cascade learnings to the teams
•    Drives process improvements within the Content Review process
•    Identify and create action plans for bottom performers along with FLMs to drive improvement
•    Audit and nesting support for new admins 
•    Documentation & circulation of MoMs from client and internal Calibrations

Minimum Qualifications
•    Bachelor’s degree with Relevant experience in Trust and Safety or policy compliance related backend workflow experience in a reputed organization
•    Should have solid understanding of workflow, tools used for providing services 
- Experience working as an Agent in same/similar workflows 
•    High level of energy, drive, enthusiasm, initiative, and commitment 
•    Excellent communication, consulting, influencing and interpersonal skills vi. Proven track record of collaborating with cross-functional groups to produce results 
•    Eye for detail 
•    Demonstrated stable job tenure
•    Relevant experience in a training delivery role or QA/SME role in an international environment 
•    Good knowledge of Quality/Process Improvement techniques iii. High level of energy, drive, enthusiasm, initiative and commitment 
•    Excellent communication, consulting, influencing and interpersonal skills. 
•    Excellent Skills on building and understanding data sets related to New Hire Training and Knowledge Mgt. to come up with actionable insights
•    Proven track record of collaborating with cross-functional groups to produce results
•    Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams Ability to perform duties objectively, devoid of inherent biases or personal beliefs
•    Highest level of professionalism and self-motivation
•    Passion for ensuring a wor