Quality Analyst Content Moderation - Senior Process Associate – Hungarian – On site Bucharest
Genpact
5 - 10 years
nan
Posted: 3/5/2025
Job Description
Responsibilities
Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and stakeholders
Work closely with Operation Team to provide feedback on quality.
Conduct Quality meetings with the team to analyse errors.
Guide and coach QAs to improve and sustain performance.
Passionately tell the story of why Quality matters, build consensus, and inspire others to move fast on fixing problems.
Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis.
Assess and prioritize the top-quality issues affecting the teams in your office across all decision-making channels.
Drive investigation of highly sensitive issues affecting your office, working with teams and leaders across clients to understand what happened and why.
Stay connected with how our support ecosystem is evolving and help head off quality issues before they begin, as clients products and communities change and grow.
Find creative workarounds for quality issues where our tools are the root cause, and a technical solution is not imminent.
Actively re-review decision accuracy audits to ensure accuracy and alignment with quality process.
Manage investigations of escalations, to understand the root cause.
This job may require working a 24/7 schedule with alternating shifts and daily review of online content that may be highly egregious/ sensitive in nature, such as (but not limited to) graphic violence, self-harm, child abuse, and hate speech.
Minimum Qualifications
Any graduate /Post Graduate degree or equivalent with a solid academic record
Relevant experience in the BPM/ Service Industry, with good experience in a Training/Quality, Learning & Development role, communication, and customer experience improvement programs
Fluent in Read/Write in English & Hungarian Language
Preferred Qualifications
Demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
Proven track record of collaborating with cross-functional groups to produce results
Demonstrated ability to perform well in a rapidly changing and extremely global team
Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential.
Experience with Tableau/Power BI or other similar tools is a plus
Excellent communication skills
Strong critical thinking and exceptional problem-solving skills
Proven track record of breaking down complex process and identifying key pain points to deliver business improvements at the regional or global level
Passion for our mission of ensuring a world class support experience for our community
Quality certification (e.g., Lean Six Sigma, TQM, etc.) a plus
Project management certification (PMP, Prince2, etc.) is a plus
What can we offer?
Attractive salary.
Stable job offers - employment contract.
Work in a multicultural environment;
Various trainings (initiating, soft skills).
Possibility of development;
Benefits (Meal Tickets, Medical Services, Insurance, additional vacation days, partner discounts).
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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