Are you the one we are looking for?
Inviting applications for the role of Quality Analyst - Senior Process Associate - French On Site Bucharest!
In this role, you will lead the continuous improvement process on Quality related metrics for the assigned set of moderators / team, by first & foremost being an in-house specialist of the process & policies, conducting a variety of Quality Assurance tasks which include transaction review, random audits, provide coaching & feedback to agents, engage in Calibrations, Root Cause Exercise & contribute their assigned part on action plans
Ability & willingness to review and moderate the platform (periodically) on the base of policies, processes, and guidelines.
Provide actions & reasons on each decision / transaction. Review and investigate 3D, visual, graphic, audio, and text content for violation of policies and guidelines.
For example, slurs, cuss words, adult content, etc.). The role also involves moderating content of egregious nature.
Review / Audit moderator’s transactions (action & reasons) to provide expert opinion on whether the transaction is, in compliance with policies & process
Conduct coaching & feedback for moderators. Help moderators improve their quality performance
Engage in appeals process with moderators, team leaders & client stakeholders
Ensure, self-expertise of the subject matter (process updates, policies, Quality Team’s Standard Operating Procedure)
Indulge in nurturing new hires & tenured bottom performers, via additional audits & actions to provide the hypercare required to improve quality performance
Contribute towards the process of define, update, innovate’ the quality frameworks to meet client expectations and raising the bar, continuously on Quality.
Implementation and effective usage of different Quality Check Tools, best practices, and procedures.
Contribute towards overall process improvement ideas, insights, and projects to enhance process’s key performance indicators & value adds
Accountable for performance standards for the assigned set of moderator’s Quality Performance benchmarks & continuous improvement in a weekly / monthly manner
Responsible to partner & contribute on classroom training delivery with respective team leader or training specialists.
Also engage in refresher training as per training need identifications & action plans for continuous improvement
Qualifications we seek in you!
Interest in playing PC games and good acumen towards gaming terminologies, new-age gaming world & Industry
Relevant experience working as an Agent / Reviewer / Moderator in a Trust & Safety Process (content moderation / review / labelling)
Good communication (Minimum C2 proficiency as per CEFR on French / Marketplace being hired for) & excellent interpersonal skills
Ability to comprehend the dynamic nuances in the gaming world
Flexibility in working hours & shifts
Prior understanding & exposure towards quality process (audits, coaching & feedback, sampling & reporting)
Proficient on MS Office Tools (Excel, Word, PowerPoint etc )
Attention to detail, nature of being thorough & meticulous in their work
Preferred Qualifications / Skills
Relevant experience as a subject matter expert / coach or quality auditor in their previous stint / organization
Worked in more than 1, Trust & Safety process / account in their previous organization
Prior experience of people / multiple stakeholder interaction
What can we offer?
Stable job offers - employment contract
Work in a multicultural and diverse environment with employees from over 30 countries
Genpact supports professional trainings and great career development opportunities
Free access to our award-winning learning platform
Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts