Business Analyst
Genpact
0 - 3 years
Bengaluru
Posted: 06/06/2025
Job Description
Responsibilities
Conducting complaint reading, analysis, theme identification, investigation and identification of potential root cause (in some cases) of smaller segments (e.g., Auto, RV/Marine, Originations, etc.)
Tracking trends and interpreting results for complaint data, preparing complaint reports, identify opportunities and make actionable recommendations
Producing Complaint Scorecards & Segment Risk Complaint Reports
Partnering with the EMO Data & Capabilities team to develop text lexicons needed to identify complaints for various circumstances (e.g., new products)
Identifying spotlight complaints in coordination with the EMO Customer Advocacy Response Team (CART)
Providing support for exams and audits as needed from a complaint governance perspective
Reporting on complaint control limit anomalies and investigation into why the breach occurred
Supporting the Customer Experience Managers (e.g., providing complaint themes and insights, attending Customer Experience Meetings with business segments, etc.)
Attending risk segment meetings to provide updates on complaint volumes/key findings
Tracking risk segment meeting details (i.e. who, when, what, and actions)
Assisting in the management of the complaint action escalation framework (i.e. tracking, updates, actions, etc.
Performing other tasks and duties as assigned
About Company
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
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