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Data Quality Analyst

2 weeks ago

Manila, National Capital Region, Philippines Genpact Services LLC Full time

We are seeking a qualified professional to join our team as a Process Developer (Quality)– Trust and Safety (Japanese). This role offers an excellent opportunity to work with a global leader in professional services and solutions.

Job Requirements

In this role, you will be responsible for conducting thorough audits on Quality Analysts' evaluations to ensure consistency and alignment with client standards and expectations. You will also review and validate scoring accuracy, calibration, and overall adherence to established quality guidelines and social media policies.

Responsibilities
  1. Conduct thorough audits on Quality Analysts' evaluations to ensure consistency and alignment with client standards and expectations.
  2. Review and validate scoring accuracy, calibration, and overall adherence to established quality guidelines and social media policies.
  3. Performance of in-depth analyses on critical cases to identify trends, gaps, and areas for improvement.
  4. Generation of detailed reports on audit findings, highlighting root causes of discrepancies and offering actionable recommendations.
  5. Development and monitoring of key quality performance indicators (KPIs), such as accuracy, compliance, and error rate, across the QA team.
  6. Presentation of insights and data trends to stakeholders, including client management, to align on quality improvement initiatives.
  7. Leadership of calibration sessions with Quality Analysts to standardize evaluation methods and improve scoring accuracy.
  8. Delivery of constructive feedback, coaching Quality Analysts on how to maintain consistent standards.
  9. Identification of opportunities to enhance quality audit processes, introducing best practices from within the industry.