Multilingual Quality Analyst - Senior Process Associate

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Transformation happens here. Come, be a part of our exciting journey!

Are you the one we are looking for?

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

Responsibilities

• 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 for partner & contribution 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

Minimum Qualifications

• Any graduate
• 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/labeling)
• Good communication (Minimum C2 proficiency as per CEFR on Turkish, Greek, Russian, French or German/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

• 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

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.