Job Description

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 Process Developer \xe2\x80\x93 Trust & Safety \xe2\x80\x93 Quality Analyst, Risk Investigations!In this role, you will lead the continuous improvement process on Quality related metrics for the assigned team, by first & foremost being an in-house specialist of the process & policies, conducting a variety of Quality Assurance tasks which include transaction review, random audits, provide coaching & feedback to agents, engage in Calibrations, Root Cause Exercise & contribute their assigned part on action plans.Responsibilities:\xc2\xb7 Review/Audit Investigator\xe2\x80\x99s transactions (action & reasons) to provide expert opinion on whether the transaction is, in compliance with policies & process\xc2\xb7 Conduct coaching & feedback for Investigators. Help Investigators improve their quality performance\xc2\xb7 Engage in appeals process with Investigators, team leaders & client stakeholders\xc2\xb7 Ensure, self-expertise of the subject matter (process updates, policies, Quality Team\xe2\x80\x99s Standard Operating Procedure)\xc2\xb7 Indulge in nurturing new hires & tenured bottom performers, via additional audits & actions to provide the hypercare required to improve quality performance\xc2\xb7 Contribute towards the process of \xe2\x80\x98define, update, innovate\xe2\x80\x99 the quality frameworks to meet client expectations and raising the bar, continuously on Quality.\xc2\xb7 Implementation and effective usage of different Quality Check Tools, best practices, and procedures.\xc2\xb7 Contribute towards overall process improvement ideas, insights, and projects to enhance process\xe2\x80\x99s key performance indicators & value adds\xc2\xb7 Accountable for performance standards for the assigned set of moderator\xe2\x80\x99s Quality Performance benchmarks & continuous improvement in a weekly/monthly manner\xc2\xb7 Responsible to partner & contribute on classroom training delivery with respective team leader or training specialists. Also engage in refresher training as per training need identifications & action plans for continuous improvementQualifications we seek in you!Minimum Qualifications:\xc2\xb7 Any graduate\xc2\xb7 Excellent working experience as an Agent/Reviewer/Moderator/ Investigator in a Trust & Safety Process (content moderation/review/labelling/Investigations/fraud)\xc2\xb7 Good communication & excellent interpersonal skills\xc2\xb7 Ability to comprehend the dynamic nuances in the gaming world\xc2\xb7 Flexibility in working hours & shifts\xc2\xb7 Prior understanding & exposure towards quality process (audits, coaching & feedback, sampling & reporting)\xc2\xb7 Proficient on MS Office Tools (Excel, Word, PowerPoint etc )\xc2\xb7 Attention to detail, nature of being thorough & meticulous in their workPreferred Qualifications:\xc2\xb7 Experience as a subject matter expert/coach or quality auditor in their previous stint/organization\xc2\xb7 Worked in trust & safety process/account in their previous organization\xc2\xb7 Prior experience of people/multiple stakeholder interactionGenpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at and on , , , and .Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a \'starter kit,\' paying to apply, or purchasing equipment or training.

Genpact