Overview
Quality Assurance Analyst Jobs in Muntinlupa City, National Capital Region, Philippines at Genpact
Title: Quality Assurance Analyst
Company: Genpact
Location: Muntinlupa City, National Capital Region, Philippines
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 Process Developer, Quality Assurance!
In this role, you will be responsible for delivering and facilitating training through a variety of delivery methods across new hires and tenured participants.
Responsibilities
Identify focus teams each month and provide/develop materials to be used for necessary coaching and training to improve the overall team/customer service performance
Identify the training requirements and any skill gaps of team members
Monitor and evaluate calls using evaluation standards and forms mandated by the client
Analyze evaluated calls and identify gaps that impact KPIs
Conduct and facilitate synergy sessions/team huddles to communicate updates and WTD/MTD performance
Liaise with the customer to maintain an up-to-date learning repository database on procedures and products available
Develop and implement training strategies that will impact site CQ metrics, decrease defects and regulatory violations, and other key performance metrics
Ensure partnership with other departments/teams to achieve all deliverables/responsibilities assigned
Work closely with other members of the Training and Call Quality team to ensure effective implementation of programs and initiatives under the general direction of the Training Leader
Create training documentation/learning documents and a monthly training calendar
Conduct PKT (process knowledge test) as per the agreed schedule
Provide running reporting and presentations for the customer or internal purposes
Support process improvements and Lean Six Sigma projects
Other assigned tasks as required by the business
Qualifications
Minimum qualifications
Ability to train and transfer knowledge
Strong personal and interpersonal skills
Comfortable presenting to a group and providing coaching/feedback
Excellent analytical skills
Able to work with minimal supervision
Intermediate, computer skills with the ability to navigate multiple windows applications and use searching tools to find information
Working knowledge of Microsoft Office Applications (Word, PowerPoint, Excel)
Preferred qualifications
Previous experience as a trainer/junior supervisor would be an advantage
Experience in creating training documentation, standard operating procedures, and learning repository
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. 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.
