Quality Analyst – Domain Trainee – Spanish – On Site Bucharest
Genpact
0 - 3 years
nan
Posted: 3/5/2025
Job Description
Responsibilities
Executing the transaction quality measurement framework for SPS associates serving multiple geographies and channels.
Audit in a professional, ethical, and objective manner of contacts to ensure adherence to quality audit standards.
Accurately execute auditing tasks in a timely manner to meet programmatic and operational needs.
Display decision making aptitude based on audit guidelines and in ambiguous contexts.
Identify root cause of defects and process improvement opportunities to enhance process efficiency, quality and Seller experience.
Participate in calibrations and calibrate to quality outcomes.
Ability to analyze and identify patterns in large data sets.
Demonstrated excellent time-management, organizational and prioritization skills as well as eye for detail with high level of accuracy.
Demonstrated ability to successfully deal with ambiguity.
Demonstrated ability to work independently with sound judgement and decision making.
Demonstrated strong written and verbal communication skills; including the ability to comfortably engage with internal and external stakeholders to convey complex ideas in a clear, concise manner.
Important: This job may require working a 24/7 schedule with alternating shifts.
Qualifications
Minimum qualifications
Graduation (any stream)
Customer Focus (focus on internal customers and impact on our external customers)
Bias for action (focus on results and use of intelligent risk taking)
Team Alignment (team player; supports and respects others)
Good verbal and written communication skills Spanish B2
English min B2
Preferred qualifications
Adaptability: Work effectively in a dynamic contact center environment, adapting quickly to changing priorities with a sense of urgency.
Complex Query Resolution: Resolve complex queries from customers using strong critical thinking and decision-making skills.
Exceptional Service: Provide exceptional service by building trust and strengthening relationships through empathy, active listening, and rapport building.
Multichannel Communication: Navigate multiple communication channels (phone/chat/email) to engage with customers effectively.
Professional Communication: Demonstrate clear, professional written and oral communication; listen empathetically to understand and prioritize customer needs, providing appropriate solutions.
Performance Goals: Consistently meet customer experience and efficiency (quality/productivity) goals.
Confidentiality and Compliance: Maintain high levels of confidentiality and data security standards, adhering to company policies and a commitment to exceptional service.
Problem-Solving: Seek solutions through logical reasoning and data interpretation independently.
Team Environment: Foster a positive and cooperative team environment.
Continuous Improvement: Show enthusiasm for learning and commitment to continuous improvement.
Ability to work with various IT applications
Customer service orientation
Ability to work effectively under pressure
Knowledge of MS Office
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.
Services you might be interested in
One-Shot Campaign
Reach out to ideal employees in one shot!
The intelligent campaign for reaching out to the ideal audience to whom you can ask for help (guidance or referral).