Quality Assurance Specialist

Ready to shape the future of work?

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.

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.

Inviting applications for the role of Process Developer, Quality Assurance

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

• 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 problems
• Evaluate different contact types including calls, chats, and complex interactions, up to 300 monthly
• Organize and document evaluations thoroughly
• Responsible for meeting the Quality Evaluation Accuracy goals every month
• Meet 100% of the daily/weekly/monthly evaluation targets and tasks
• Responsible for driving Quality initiatives and improvement plans for the project
• Engage in identifying training needs and plan activities with the QA manager
• 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

Qualifications we seek in you

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

·       Prior quality analyst or SME experience preferably as a call center quality analyst or call center SME

·       Excel and PPT working knowledge

Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• 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
• 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.

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.