About the Organization
Genpact is an American professional services firm legally domiciled in Bermuda with its headquarters in New York City, New York. The company currently employs more than 100,000 people and provides services to clients in over 30 countries worldwide.
About the Job Role
The Quality Associate (QA) – will be responsible for reviewing, reporting, and coaching on the quality of the agents within the Collection Operations team. The Quality Associate will need to have in-depth knowledge of all applicable Collections Front and Back-office processes to accurately score agent work and ensure it is within compliance and meets business standards. Quality Associates will also be responsible for reporting on the business trends in quality errors while also recommending gaps in training / SOP’s that are found. Successful candidates should have prior experience in performing Collections reviews and handling inbound/outbound customer contact (Both Call center and Back Office).
Responsibilities:
- Performs daily quality audits of the call center and/or operations personnel including monitoring of inbound and/or outbound telephone calls and back-office transactions.
- Provides accurate and timely quality monitoring reports on quality issues, performance measures and/or call center representatives.
- Provides feedback to managers regarding areas for improvement and recommends educational opportunities for staff.
- Provide feedback directly to staff as required.
- Recommends policy and procedure changes or quality audit plan updates based on quality monitoring trends.
- Assists Training Coordinators. Design, develop and deliver blended learning solutions to address needs for new hires and tenured associates.
- Conduct calibrations for all groups to identify and syndicate best practices.
- Managing and reporting of data related to quality & training.
- Other related duties assigned as needed.
Qualifications
- Degree / College diploma
- Relevant experience, in a call center environment for Collections processes.
- Demonstrated people management skills that have motivated and enhanced personal performance and development (particularly in a Contact Center setting).
- Knowledge of Lean Six Sigma a plus
How to Apply
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