Process Developer-HMS056759

2 weeks ago

Surigao City, Caraga, Philippines Genpact Full time

Job Description - Process Developer (HMS056759)

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.

Inviting applications for the role of Process Developer, Quality Assurance

Responsibilities
  1. Actively listen & review the work performed by the team, ensuring compliance with our policies and rating that work on multiple parameters.
  2. Monitor and report agent-wise and team-level quality, conduct calibration, and perform fraud and compliance audits.
  3. Take necessary steps to ensure quality metrics are met by assessing accurate samples and monitoring process improvement initiatives.
  4. Investigate escalations of inaccurate and/or improper decisions to understand root causes and implement corrective actions.
  5. Maintain an analytical mindset to drive decisions based on data.
  6. Identify knowledge and skill gaps among agents and collaborate with the training team to create solutions.
  7. Stay up to date and proficient in process voice and products.
  8. Provide feedback, coaching, and mentoring to personnel as needed, working closely with operation Team Leaders to meet relevant Key Performance Indicators.
  9. Collect and share insights on process improvement with training, operations, or clients.
Qualifications we seek in youMinimum Qualifications / Skills
  1. Proven track record of reaching and exceeding sales goals.
  2. Strong communication and interpersonal skills, able to work under pressure.
  3. Passion for social media/entertainment marketing, with a willingness to build something from the ground up.
  4. Excellent communication and presentation skills.
  5. A team player and collaborator.
Preferred Qualifications/ Skills
  1. Experience working in a Quality environment for call centers or similar industry.
  2. Expert knowledge of social media, mobile apps, and digital marketing.
  3. Knowledge of self-serve platforms, auctions, and biddable forms of digital advertising buying.
  4. Experience in a sales or account management role with small businesses.

Genpact 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.

Furthermore, please note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process.

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