Responsibilities 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
Quality Analyst - Senior Process Associate - Portuguese in Bucuresti
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