Quality Analyst - Content Moderation - Senior Process Associate - Portuguese – On site Bucharest

<span id="requisitionDescriptionInterface.reqTitleLinkAction.row1" title="">Quality Analyst - Content Moderation - Senior Process Associate - Portuguese – On site Bucharest</span><span id="requisitionDescriptionInterface.ID1489.row1" title="">-</span><span id="requisitionDescriptionInterface.reqContestNumberValue.row1" title="">HIG025285</span><p></p><span id="requisitionDescriptionInterface.ID1511.row1" title=""><p>Ready to shape the future of work? <br/>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.</p><p>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.</p><p>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.</p><p>Inviting applications for the role of   Quality Analyst - Content Moderation - Senior Process Associate - Portuguese – On site Bucharest<br/>In this role, you will be responsible to support businesses, manage knowledge effectively, Manage Quality Metric for the process, upskill of employees in terms of domain, provide industry trained resources at lower cost to business, creating &amp; delivering modules on Communication Excellence &amp; Customer Centric Behaviour.<br/><br/>Responsibilities<br/>•    Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and stakeholders<br/>•    Work closely with Operation Team to provide feedback on quality.<br/>•    Conduct Quality meetings with the team to analyse errors.<br/>•    Guide and coach QAs to improve and sustain performance.<br/>•    Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems.<br/>•    Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis.<br/>•    Assess and prioritize the top-quality issues affecting the teams in your office across all decision-making channels.<br/>•    Drive investigation of highly sensitive issues affecting your office, working with teams and leaders across clients to understand what happened and why.<br/>•    Stay connected with how our support ecosystem is evolving and help head off quality issues before they begin, as client’s products and communities change and grow.<br/>•    Find creative workarounds for quality issues where our tools are the root cause, and a technical solution is not imminent.<br/>•    Actively re-review decision accuracy audits to ensure accuracy and alignment with quality process.<br/>•    Manage investigations of escalations, to understand the root cause.<br/>•    This job may require working a 24/7 schedule with alternating shifts and daily review of online content that may be highly egregious/ sensitive in nature, such as (but not limited to) graphic violence, self-harm, child abuse, and hate speech.<br/><br/>Qualifications we seek in you<br/>Minimum qualifications<br/>•    Any graduate /Post Graduate degree or equivalent with a solid academic record<br/>•    Relevant experience in the BPM/ Service Industry, with good experience in a Training/Quality, Learning &amp; Development role, communication, and customer experience improvement programs<br/>•    Fluent in Read/Write in English &amp; Dutch Language <br/>Preferred qualifications<br/>•    Demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)<br/>•    Proven track record of collaborating with cross-functional groups to produce results<br/>•    Demonstrated ability to perform well in a rapidly changing and extremely global team<br/>•    Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential.<br/>•    Experience with Tableau/Power BI or other similar tools is a plus<br/>•    Excellent communication skills<br/>•    Strong critical thinking and exceptional problem-solving skills<br/>•    Proven track record of breaking down complex process and identifying key pain points to deliver business improvements at the regional or global level<br/>•    Passion for our mission of ensuring a world class suppo