Customer Care

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  and on LinkedIn, X, YouTube, and Facebook.

We are inviting applications for the role of  Customer Care – Senior Process Associate - Quality Analyst (Auditor) – Russian – On site Bucharest
We are seeking a skilled Quality Analyst (Auditor) with a strong 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 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 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 B2 English.
Language Requirement\: Process Language at C1. English B2
Responsibilities
1. 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.
Perform deep-dive analyses on critical cases to identify trends, gaps, and areas for improvement.
2. Data-Driven Insights and Reporting:
Generate detailed reports on audit findings, highlighting root causes of discrepancies and offering actionable recommendations.
Develop and monitor key quality performance indicators (KPIs), such as accuracy, compliance, and error rate, across the QA team.
Present insights and data trends to stakeholders, including client management, to align on quality improvement initiatives.
3. Calibration and Training:
Lead calibration sessions with Quality Analysts to standardize evaluation methods and improve scoring accuracy.
Identify training needs within the QA team based on audit outcomes and collaborate with the Learning and Development (L&D) team to address skill gaps.
Deliver feedback in a constructive manner, coaching Quality Analysts on how to maintain consistent standards.
4. Continuous Improvement Initiatives:
Proactively seek out opportunities to improve quality audit processes, introducing best practices from within the industry.
Collaborate with the operations, training, and process improvement teams to implement continuous improvement strategies that drive excellence.
Stay up-to-date with the social media platform's policies and evolving trends to ensure quality processes remain relevant.
5. Compliance and Risk Management:
Monitor adherence to social media content guidelines, privacy standards, and data protection regulations within Quality Analyst evaluations.
Identify potential compliance risks and escalate as necessary to mitigate any client impact.
Ensure the integrity and confidentiality of all audit information, adhering to company and client data security protocols.

Qualifications we seek in you
Minimum qualifications

•    Experience\: Relevant working experience in Customer Service / Tech Support process preferably Voice based. 

•    Any additional experience as a Quality Analyst, preferably within a BPO environment handling customer service or tech accounts is an added advantage

•    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). Strong Excel skills are a plus.

•    Analytical Skills\: Proven track record of analyzing complex data sets to draw actionable insights and drive process improvements.

•    Communication\: Strong verbal and written communication skills, able to convey complex findings and feedback clearly and constructively.

•    Attention to Detail\: High accuracy and attention to detail in reviewing evaluations, scoring, and data analysis.

Preferred qualifications

•    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.

•    Certifications\: Quality certification (e.g., Six Sigma, COPC, or ISO) preferred but not mandatory.

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.