Quality Analyst - Senior Process Associate – Italian – On Site Bucharest Bucharest

Quality Analyst - Senior Process Associate – Italian – On Site Bucharest
Bucureşti
Bucharest, Bucharest, Romania

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125, 000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Quality Analyst - Senior Process Associate – Italian – On Site Bucharest

 

The Associate/ Team Member serves as the primary liaison between our client and the customers, delivering timely and accurate operational support to them. This role is pivotal in enhancing the experience of the customers, requiring a strong track record in customer service. The Associate / Team Member addresses customer issues efficiently, collaborates with other stakeholders, and adheres to service level agreements for phone, chat, and/or email communications. Additionally, the role involves contributing to a positive team environment and driving process improvements.

Perform operational tasks within Customer Servicing area. Resolution of tasks accurately and efficiently to achieve the fixed service level target. Coordinating all required continuous improvement actions.

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
- 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 Italian 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
- 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).