Quality Analyst in Customer Service – Senior Process Associate – Spanish – On Site Bucharest

<span id="requisitionDescriptionInterface.reqTitleLinkAction.row1" title="">Quality Analyst in Customer Service – Senior Process Associate – Spanish – On Site Bucharest</span><span id="requisitionDescriptionInterface.ID1489.row1" title="">-</span><span id="requisitionDescriptionInterface.reqContestNumberValue.row1" title="">HIG021935</span><p></p><span id="requisitionDescriptionInterface.ID1511.row1" title=""><p><span lang="EN-US">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.</span></p> <p><span lang="EN-US"><span> </span></span><span lang="EN-US"></span></p> <p><span lang="EN-US">Inviting applications for the role of <b>Quality Analyst in Customer Service – Senior Process Associate – Spanish – On Site Bucharest!</b></span></p> <p><b><span lang="EN-US">Office Timings: 9am to 6pm, Mon-Friday, Work from Office </span></b></p> <p><span lang="EN-US">The candidates needs Conduct thorough audits on Quality Analysts’ evaluations to ensure consistency and alignment with client standards and expectations. They will be working with multiple client partners.</span></p> <p><span lang="EN-US"> </span></p> <h1><span lang="EN-US">Responsibilities</span></h1> <p><span lang="EN-US"><span>·<span>       </span></span></span><span lang="EN-US">Quality Audits and Assessments<span> </span>Conduct thorough audits on Quality Analysts’ evaluations to ensure consistency and alignment with client standards and expectations.</span></p> <p><span lang="EN-US"><span>·<span>       </span></span></span><span lang="EN-US">Review and validate scoring accuracy, calibration, and overall adherence to established quality guidelines and social media policies.</span></p> <p><span lang="EN-US"><span>·<span>       </span></span></span><span lang="EN-US">Perform deep-dive analyses on critical cases to identify trends, gaps, and areas for improvement.</span></p> <p><span lang="EN-US"><span>·<span>       </span></span></span><span lang="EN-US">Generate detailed reports on audit findings, highlighting root causes of discrepancies and offering actionable recommendations.</span></p> <p><span lang="EN-US"><span>·<span>       </span></span></span><span lang="EN-US">Develop and monitor key quality performance indicators (KPIs), such as accuracy, compliance, and error rate, across the QA team.</span></p> <p><span lang="EN-US"><span>·<span>       </span></span></span><span lang="EN-US">Present insights and data trends to stakeholders, including client management, to align on quality improvement initiatives.</span></p> <p><span lang="EN-US"><span>·<span>       </span></span></span><span lang="EN-US">Lead calibration sessions with Quality Analysts to standardize evaluation methods and improve scoring accuracy.</span></p> <p><span lang="EN-US"><span>·<span>       </span></span></span><span lang="EN-US">Deliver feedback in a constructive manner, coaching Quality Analysts on how to maintain consistent standards.</span></p> <p><span lang="EN-US"><span>·<span>       </span></span></span><span lang="EN-US">Proactively seek out opportunities to improve quality audit processes, introducing best practices from within the industry.</span></p> <p><span lang="EN-US"> </span></p> <h1><span lang="EN-US">Qualifications we seek in you!</span></h1> <h3><span lang="EN-US">Minimum Qualifications / Skills</span></h3> <p><span lang="EN-US"><span>·<span>       </span></span></span><span lang="EN-US">Relevant working experience in Customer Service / Tech Support process preferably voice based. </span></p> <p><a name="_Hlk187401929"></a><span lang="EN-US"><span>·<span>       </span></span></span><span lang="EN-US">Education: Bachelor’s degree in a related field (e.g., Business Administration, Communications, or Quality Management) or equivalent experience.</span></p> <p><span><span lang="EN-US"><span>·<span>       </span></span></span><span lang="EN-US">Technical Skills: Proficient in quality monitoring tools, data analysis software, and client management systems (e.g., CRM platforms). Strong Excel skills are a plus.</span></span></p> <p><span><span lang="EN-US"><span>·<span>       </span></span></span><span lang="EN-US">Fluent in Read/Write in Spanish language and English </span></span></p> <p><span lang="EN-US"> </span></p> <h3><span lang="EN-US">Preferred Qualifications/ Skills</span></h3> <p><span lang="EN-US"><span>·<span>       </span></span></span><span lang="EN-US">Any additional experience as a Quality Analyst, preferably within a BPO environment handling customer service or tech a