Management Trainee
Genpact
0 - 3 years
nan
Posted: 3/5/2025
Job Description
Responsibilities
1. 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.
2. Data-Driven Insights and Reporting:
Generate detailed reports on audit findings, highlighting root causes of discrepancies and offering actionable recommendations.
Develop and monitor key quality performance indicators (KPIs), such as accuracy, compliance, and error rate, across the QA team.
Present insights and data trends to stakeholders, including client management, to align quality improvement initiatives.
3. Calibration and Training:
Lead calibration sessions with Quality Analysts to standardize evaluation methods and improve scoring accuracy.
Identify training needs within the QA team based on audit outcomes and collaborate with the Learning and Development (L&D) team to address skill gaps.
Deliver feedback in a constructive manner, coaching Quality Analysts on how to maintain consistent standards.
4. Continuous Improvement Initiatives:
Proactively seek out opportunities to improve quality audit processes, introducing best practices from within the industry.
Collaborate with the operations, training, and process improvement teams to implement continuous improvement strategies that drive excellence.
Stay up to date with the social media platforms policies and evolving trends to ensure quality processes remain relevant.
5. Compliance and Risk Management:
Monitor adherence to social media content guidelines, privacy standards, and data protection regulations within Quality Analyst evaluations.
Identify potential compliance risks and escalate as necessary to mitigate any client impact.
Ensure the integrity and confidentiality of all audit information, adhering to company and client data security protocols.
Minimum Qualifications
Relevant experience as a Quality Analyst in a senior or auditing capacity, preferably within a BPO environment handling social media or tech accounts.
Education: Bachelors degree in a related field (e.g., Business Administration, Communications, or Quality Management) or equivalent experience.
Technical Skills: Proficient in quality monitoring tools, data analysis software, and client management systems (e.g., CRM platforms). Strong Excel skills are a plus.
Analytical Skills: Proven track record of analyzing complex data sets to draw actionable insights and drive process improvements.
Communication: Strong verbal and written communication skills, able to convey complex findings and feedback clearly and constructively.
Attention to Detail: High accuracy and attention to detail in reviewing evaluations, scoring, and data analysis.
Preferred Qualifications
Strong knowledge of social media policies, content moderation, and community standards.
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.
Certifications: Quality certification (e.g., Six Sigma, COPC, or ISO) preferred but not mandatory.
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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