Customer Service Specialist
2 weeks ago
Genpact Taguig, National Capital Region, Philippines
Customer Service SpecialistGenpact Taguig, National Capital Region, Philippines
We are inviting applications for the role of Management Trainee (Quality Analyst)– Trust & Safety - Mandarin
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 English.
Responsibilities
- 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.
- 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 quality improvement initiatives.
- 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.
- 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.
- 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
- Relevant experience as a Quality Analyst in a senior or auditing capacity, preferably within a BPO environment handling social media or tech accounts.
- Education: Bachelor's degree in a related field (e.g., Business Administration, Communications, or Quality Management) or equivalent experience.
- Technical Skills: Proficient in quality monitoring tools, data analysis software, and client management systems (e.g., CRM platforms). Strong Excel skills are a plus.
- Analytical Skills: Proven track record of analyzing complex data sets to draw actionable insights and drive process improvements.
- Communication: Strong verbal and written communication skills, able to convey complex findings and feedback clearly and constructively.
- Attention to Detail: High accuracy and attention to detail in reviewing evaluations, scoring, and data analysis.
Preferred qualifications
- Strong knowledge of social media policies, content moderation, and community standards.
- Ability to work independently and make data-driven decisions under pressure.
- Adaptability to quickly understand and incorporate changes in social media policies or client requirements.
- Certifications: Quality certification (e.g., Six Sigma, COPC, or ISO) preferred but not mandatory.
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. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
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