URGENT | SALES Quality Analyst- ALABANG ONSITE

5 days ago

Ayala Alabang, National Capital Region, Philippines Genpact Services LLC Full time

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.

We are inviting applications for the role of Quality Analyst for Outbound and Inbound Sales

We are seeking a skilled Quality Analyst with a 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.

Qualifications we seek in you

Must Have qualifications

  • Relevant experience as a Quality Analyst in Sales

Minimum qualifications

  • Knowledge of inbound and outbound sales operations
  • 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.

Responsibilities

  • Data-Driven Insights and Reporting
  • Present insights and data trends to stakeholders, including client management, to align quality improvement initiatives.
  • Calibration and Training
  • Quality Audits and Assessments
  • 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.
  • Continuous Improvement Initiatives
  • Collaborate with the operations, training, and process improvement teams to implement continuous improvement strategies that drive excellence.
  • Compliance and Risk Management

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.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

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