Quality Analyst - Senior Process Associate - Swedish
Bucuresti, Romania
5 zile în urmă


  • Actively listen & review content for Inappropriate Language, Intent, Title / Thumbnails and other content for compliance to our policies and be able to rate them on multiple parameters to categorize the content.
  • 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 decisions to understand the root cause(s) and implement corrective steps to improve quality
  • Track team reporting, present audit findings, provide feedback and coaching to agents to improve quality,
  • Provide insights and innovative ideas to improve quality and collaborate with training team to help develop agent quality improvement plans
  • Define / update quality frameworks to match the workflows
  • Provide instant feedback for correction and keep an eye on potential quality issues uphold a high standard of accuracy and quality while fulfilling job responsibilities
  • Participate in frequent refresher training to always conduct correct moderating policies
  • Use market-specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our social communities
  • Work at least once every weekend as per schedule- This job will request working in a 9 / 7 schedule with weekend shift once a month and reviewing content that might be egregious in nature, every day
  • Qualifications

    Minimum qualifications

  • Under graduate / Bachelor degree with relevant years of work experience in a reputed company
  • Should have solid understanding of workflow, tools used for providing services
  • Experience working as an Agent in same / similar workflows
  • Eye for detail
  • Social media savvy
  • Demonstrated stable job tenure
  • Ability to perform duties objectively, devoid of inherent biases or personal beliefs
  • Highest level of professionalism and self-motivation
  • Preferred qualifications

  • Neutral mind-set to digital content that needs classification & policy review
  • Strong emotional intelligence and resilience
  • Accurate and critical work attitude
  • Ability to think critically and make quick decisions
  • Enthusiastic and proactive team player
  • Collaborative and has a growth mindset
  • What can we offer?

  • Attractive salary;
  • 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
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