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Auditing Expert

1 week ago

Manila, National Capital Region, Philippines Genpact Services LLC Full time
Key Responsibilities
As a Process Developer (Quality) – Trust and Safety at Genpact Services LLC, your key responsibilities will include:
  1. Conducting thorough audits on Quality Analysts' evaluations to ensure consistency and alignment with client standards and expectations.
  2. Reviewing and validating scoring accuracy, calibration, and overall adherence to established quality guidelines and social media policies.
  3. Performing deep-dive analyses on critical cases to identify trends, gaps, and areas for improvement.
  4. Generating detailed reports on audit findings, highlighting root causes of discrepancies and offering actionable recommendations.
  5. Developing and monitoring key quality performance indicators (KPIs), such as accuracy, compliance, and error rate, across the QA team.
  6. Presenting insights and data trends to stakeholders, including client management, to align on quality improvement initiatives.