Senior Quality Analyst | URGENT HIRING- BGC ONSITE
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We are inviting applications for the role of Senior Quality Analyst for Trust & Safety!
We are seeking a skilled Senior Quality Analyst (Auditor) with a background in the BPO industry to join our team. This role will support one of the world’s largest social media platforms by ensuring high standards of quality across all interactions and processes.The Senior Quality Analyst will audit and assess the work of other Quality Analysts, focusing on identifying trends, enhancing accuracy, and driving continuous improvement in service delivery. This position requires a deep knowledge of quality auditing standards, an eye for detail, and the ability to provide constructive feedback within a high-stakes environment.
This position requires bilingual agents with Native process language plus English.
Responsibilities- Perform deep-dive analyses on critical cases to identify trends, gaps, and areas for improvement.
- 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.
- 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.
- Proactively seek out opportunities to improve quality audit processes, introducing best practices from within the industry.
- Generate detailed reports on audit findings, highlighting root causes of discrepancies and offering actionable recommendations.
- Present insights and data trends to stakeholders, including client management, to align on quality improvement initiatives.
Qualifications we seek in you:
Minimum Qualifications- Relevant years of 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. Relevant experience as a Quality Analyst in a senior or auditing capacity, preferably within a BPO environment handling social media or tech accounts.
- 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). Excel skills are a plus.
Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.