Quality Analyst

4 days ago

القاهرة, Egypt Genpact Full time

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._

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- Responsibilities:_
- _Actively listen and review the work performed by the team, making sure all is done according to compliance to our policies and be able to rate that work in multiple parameters._
- _Monitor and report agent-wise and team-level quality, conduct calibration, performing fraud and compliance audits._
- _Take necessary steps to ensure quality metrics are met by assessing accurate samples and monitor process improvement initiatives._
- _Investigate escalations of inaccurate and/or improper course of action/decisions to understand the root cause(s) and implement corrective steps to improve quality._
- _Analytical bent of mind with the ability to root cause basis data and drive decisions_
- _Keep a pulse on the agent's knowledge and skill gaps, share the gap and help training team in creating a solution._
- _Keep up to date and proficient in process voice and products._
- _Providing feedback, coaching, and mentoring to Personnel as needed, and working closely with the operation Team Leaders and Personnel to meet the relevant service level metrics._
- _Collect and share insights on process improvement, with training, operations or/and client_
- Qualifications we seek in you_
- Minimum Qualifications / Skills_
- _Expert knowledge of social media, mobile apps, and digital and mobile marketing._
- _Knowledge of the self-serve platform, auction, and biddable form of digital advertising buying._
- _Experience working in a sales or account management role with small businesses._
- _Proven track record of reaching and exceeding sales goals._
- _Strong communication and interpersonal skills, good at work under pressure._
- _Passion for social media/entertainment marketing, and up for the challenge of building something from the bottom up._
- _Excellent communication and presentation skills._
- _A team player and collaborator_
- _Proficient level of English min C1_

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- What can we offer?_
- _Attractive salary;_
- _Stable job offers - employment contract;_
- _Work in a multicultural environment;_
- _Various trainings (initiating, soft skills);_
- _Development Opportunities;_
- _Benefits (Medical Insurance, Transportation Allowance, Mobile Phone Allowance, Life Insurance_

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Job_**_Senior Process Associate_

**_ Primary Location_**_Egypt-Cairo_

**_ Schedule_**_Full-time_

**_ Education Level_**_Bachelor's / Graduation / Equivalent_

**_ Job Posting_**_Aug 22, 2024, 2:48:28 PM_

**_ Unposting Date_**_Sep 22, 2024, 1:29:00 PM_
- Master Skills List_Operations_
- Job Category_Full Time_

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