Senior Quality Analyst (Auditor) - Senior Process Associate – Spanish – On site Bucharest

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.

We are inviting applications for the role of Senior Quality Analyst (Auditor) - Senior Process Associate – Spanish – On site Bucharest

We are seeking a skilled Senior Quality Analyst (Auditor) with a strong background in the BPO industry to join our team. This role will support one of the world’s largest social media platforms by ensuring high standards of quality across all interactions and processes. The Senior Quality Analyst will audit and assess the work of other Quality Analysts, focusing on identifying trends, enhancing accuracy, and driving continuous improvement in service delivery. This position requires a deep knowledge of quality auditing standards, an eye for detail, and the ability to provide constructive feedback within a high-stakes environment.

This position requires bilingual agents with Native process language plus B2 English.

Language Requirement: Spanish Language at C1. English B2

Responsibilities

1. Quality Audits and Assessments:

Conduct thorough audits on Quality Analysts’ evaluations to ensure consistency and alignment with client standards and expectations.

Review and validate scoring accuracy, calibration, and overall adherence to established quality guidelines and social media policies.

Perform deep-dive analyses on critical cases to identify trends, gaps, and areas for improvement.

2. Data-Driven Insights and Reporting:

Generate detailed reports on audit findings, highlighting root causes of discrepancies and offering actionable recommendations.

Develop and monitor key quality performance indicators (KPIs), such as accuracy, compliance, and error rate, across the QA team.

Present insights and data trends to stakeholders, including client management, to align on quality improvement initiatives.

 3. Calibration and Training:

Lead calibration sessions with Quality Analysts to standardize evaluation methods and improve scoring accuracy.

Identify training needs within the QA team based on audit outcomes and collaborate with the Learning and Development (L&D) team to address skill gaps.

Deliver feedback in a constructive manner, coaching Quality Analysts on how to maintain consistent standards.

4. Continuous Improvement Initiatives:

Proactively seek out opportunities to improve quality audit processes, introducing best practices from within the industry.

Collaborate with the operations, training, and process improvement teams to implement continuous improvement strategies that drive excellence.

Stay up-to-date with the social media platform’s policies and evolving trends to ensure quality processes remain relevant.

5. Compliance and Risk Management:

Monitor adherence to social media content guidelines, privacy standards, and data protection regulations within Quality Analyst evaluations.

Identify potential compliance risks and escalate as necessary to mitigate any client impact.

Ensure the integrity and confidentiality of all audit information, adhering to company and client data security protocols.

Qualifications we seek in you

Minimum qualificatio