Outbound Sales Quality Analyst

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at  and on LinkedIn, X, YouTube, and Facebook.

At Genpact, we don't just adapt to change—we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment.

Inviting applications for the role of Quality Analyst for Outbound Sales

The successful candidate will be responsible for evaluating contacts for quality and compliance purposes, as well as understanding trends and providing feedback. We are looking for energetic, organized and highly efficient analytically-minded person who is experienced in high quality customer experience as well as quality control and analysis, offering long term stability in this permanent placement role.

Responsibilities

• Responsible for driving Quality initiatives and improvement plans for the project
• Participate in meetings, QA training, calibrations and other activities to keep yourself updated on the latest policies and procedures
• Provide analysis and information about trends, current issues, and areas of opportunity
• Create and document coaching opportunities for agent with quality defects
• In charge of managing a team of 15-17 customer service experts who are responsible to research and resolve customer service questions, inquiries, requests and problem.
• Meet 100% of the daily/weekly/monthly evaluation targets and tasks
• Generate detailed reports on audit findings, highlighting root causes of discrepancies and offering actionable recommendations.
• 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.

Qualifications we seek in you

Must Have:

·       Previous quality analyst or SME experience in BPO setup

·       Excel and PPT working knowledge

Minimum qualifications

• Team focused with a strong work ethic and ability to drive your own tasks
• Possesses strong interpersonal public speaking and time management skills
• Proven coaching ability and excellent communication skills
• Possesses excellent Sales Experience; ability to work effectively with many levels of personnel
• Position requires personal discipline and planning skills

Why join Genpact?

• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
• Let's build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, 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.