Senior Process Associate - Quality Analyst

Responsibilities

Grading calls and email: Evaluate the quality of calls and emails using the QA Rubrics and site goals.

Documenting your observations and insights: Record your evaluations and insights on Genpact and client systems in a thorough and comprehensive manner

Sharing insights with key stakeholders: Share insights with leadership and client stakeholders in a professional manner, using both written and oral communication.

Coaching Account Strategists: Effectively coach Account Strategists on their errors, and help them understand why they made their errors using call listening and by asking them probing questions. Show Account Strategists how they can use your feedback to improve in key metrics such as Pitch, Adoption, and Revenue, on upcoming calls. In addition to formal coaching sessions, also reach out to Account Strategists proactively to enrich their accounts or send follow up emails if they have not done so.

SME support: Provide floor support and conduct sessions to upskill Account Strategists on product knowledge and best practices. Help the trainers upskill New Hires as needed.

QA Alignment: Maintain 90% alignment with the client audit of audit.

Client Facing: Be able to share insights and challenge areas regarding the rubrics, tools, and the overall QA process