Quality Analyst in Customer Service - Senior Process Associate - Portuguese - On Site Bucharest

Quality Analyst in Customer Service – Senior Process Associate – Portuguese – On Site Bucharest - HIG020314

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 in Customer Service – Senior Process Associate – Portuguese – On Site Bucharest!

Office Timings: 9am to 6pm, Mon-Friday, Work from Office

The candidates needs Conduct thorough audits on Quality Analysts’ evaluations to ensure consistency and alignment with client standards and expectations. They will be working with multiple client partners.

Responsibilities

· Quality Audits and Assessments Conduct thorough audits on Quality Analysts’ evaluations to ensure consistency and alignment with client standards and expectations.

· Review and validate scoring accuracy, calibration, and overall adherence to established quality guidelines and social media policies.

· Perform deep-dive analyses on critical cases to identify trends, gaps, and areas for improvement.

· Generate detailed reports on audit findings, highlighting root causes of discrepancies and offering actionable recommendations.

· Develop and monitor key quality performance indicators (KPIs), such as accuracy, compliance, and error rate, across the QA team.

· Present insights and data trends to stakeholders, including client management, to align on quality improvement initiatives.

· Lead calibration sessions with Quality Analysts to standardize evaluation methods and improve scoring accuracy.

· Deliver feedback in a constructive manner, coaching Quality Analysts on how to maintain consistent standards.

· Proactively seek out opportunities to improve quality audit processes, introducing best practices from within the industry.

Qualifications we seek in you!

Minimum Qualifications / Skills

· Relevant working experience in Customer Service / Tech Support process preferably voice based.

Education: Bachelor’s degree in a related field (e.g., Business Administration, Communications, or Quality Management) or equivalent experience.

· Technical Skills: Proficient in quality monitoring tools, data analysis software, and client management systems (e.g., CRM platforms). Strong Excel skills are a plus.

· Fluent in Read/Write in Portuguese language and English 

Preferred Qualifications/ Skills

· Any additional experience as a Quality Analyst, preferably within a BPO environment handling customer service or tech accounts is an added advantage

· Strong knowledge of social media policies, content moderation, and community standards.

· Ability to work independently and make data-driven decisions under pressure.

· Adaptability to quickly understand and incorporate changes in social media policies or client requirements.

· Certifications: Quality certification (e.g., Six Sigma, COPC, or ISO) preferred but not mandatory.

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).