Process Developer - Quality Analyst

Ready to shape the future of work? 
At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges. 
If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment. 
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Process Developer – Quality Analyst
Responsibilities

This is a full-time role and would involve handling various tasks like the following:

•    Monitor and assess calls in line with client-mandated evaluation standards and forms
•    Analyze evaluated calls to identify performance gaps affecting key KPIs
•    Lead calibration sessions with Supervisors and Team Leaders and facilitate team huddles to share updates and month-to-date performance
•    Prepare audit reports based on monitoring outcomes and publish dashboards for visibility
•    Conduct hygiene audits to ensure smooth operations and compliance
•    Collaborate with cross-functional departments and teams to meet assigned deliverables and responsibilities
•    Work closely with Training and Call Quality teams to drive effective implementation of initiatives
•    Deliver ongoing reports and presentations for clients as well as internal stakeholders

Qualifications we seek in you!
Minimum Qualifications

•    College degree or equivalent

•    Excellent written and verbal communication skills
•    Comfortable presentation to group and providing coaching/feedback
•    Working knowledge of Microsoft Office Applications (Word, PowerPoint, Excel)
•    Proficient in relevant computer applications
•    Required language proficiency
•    Knowledge of customer service principles and practices
•    Knowledge of call centre telephony and technology
•    Relevant experience customer service environment
•    Good data entry and typing skills

Why join Genpact? 
•    Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation 
•    Make an impact – Drive change for global enterprises and solve business challenges that matter 
•    Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities 
•    Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day 
•    Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress 
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up. 
Let’s build tomorrow together. 

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 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.