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 Manager - Business Analyst - Quality Control/Quality Consultant 

Role Overview: 

We are seeking a highly motivated and analytical Business Analyst to join our growing team. The Business Analyst will play a crucial role in bridging the gap between business needs and technology solutions. This individual will be responsible for gathering, analyzing, and documenting business requirements, facilitating communication between stakeholders, and ensuring that solutions align with strategic objectives. The ideal candidate possesses strong problem-solving skills, excellent communication abilities, and a proven track record in successful project delivery.  

Responsibilities 

• Analyse and model business processes and workflows. 

• Create detailed business requirements documents (BRDs), user stories, and functional specifications. 

• Collaborate with stakeholders, including developers, testers, and project managers, Quality to ensure requirements are understood and implemented. 

• Conduct gap analysis and identify areas for process improvement. 

• Perform data analysis and generate reports to support decision-making. 

• Support project management activities by tracking requirements and providing status updates. 

• Build and maintain operational dashboards (volume, SLA, backlog, escalations) 

• Perform RCA (Root Cause Analysis) for spikes or dips in metrics 

• Forecast staffing needs based on volume QA , QA and trend modeling based on product evolution 

• Automate Reports based on client need (WoW or Daily)  

• Report on agent-level performance and escalation trends 

• Present insights to clients and internal leadership weekly/monthly - Gather and document business requirements through interviews, workshops, and surveys. 

• Contribute to project planning, scheduling, and risk management activities. 

• Monitor project progress, identify potential roadblocks, and propose corrective actions. 

• Ensure that solutions are delivered on time, within budget, and to the required quality standards. 

• Support post-implementation review and continuous improvement initiatives. 

Qualifications we seek in you 

Minimum qualifications 

• Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field 

• Proven experience as a Business Analyst 

• Good understanding of business analysis techniques and methodologies. 

• Proficiency in requirements gathering and documentation. 

• Experience with process modeling and workflow analysis. 

• Good communication and interpersonal skills. 

• Good analytical and problem-solving abilities. 

• Advanced Excel, SQL, and dashboard tools (Tableau, Power BI) 

• Understanding of Trust & Safety metrics: Error Rate, Escalation %, Turnaround Time (TAT) 

• Data storytelling and stakeholder communication 

Preferred qualifications 

• Good to have any Maps experience ( Google Maps/Apple Maps etc) 

• Insights and ability to train people on quality evaluation aspects related to core functions. 

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. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube. 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.