Job Description
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 Assurance Auditor
Responsibilities
Support the successful and timely execution of the Quality Assurance (QA) program
Complete day-to-day QA activities including audit execution, sampling adherence, calibration participation
Serve as a Subject Matter Expert (SME) across supported agent roles and servicing disciplines. Maintain strong knowledge of role-specific processes, tools, policies, compliance requirements, and customer experience standards to ensure accurate and consistent scoring
Execute audits of calls, emails, and chats, delivering clear, actionable feedback that supports performance improvement and customer outcome enhancement
Follow established sampling plans and audit cadences to ensure coverage targets are met and quality signals are surfaced consistently
Requirements
Strong experience supporting multiple agent roles and levels, with the ability to quickly absorb and manage large amounts of information.
Ability to confidently serve as a SME and navigate resources across different functions.
Strong knowledge of QA fundamentals including scorecards, calibration processes, and consistent scoring methodologies
Strong communication, critical thinking, and problem-solving skills.
Experience with regulatory standards such as Reg Z & Reg E.
Proficiency in Google Workspace (Docs, Sheets, Slides, Drive, Meet, Forms, Calendar) for collaboration, documentation, reporting, and training delivery.
Proficiency in Microsoft Office (Excel, Word, PowerPoint).
Qualifications We Seek in You
Minimum Qualifications
Graduate degree required.
Flexibility with working hours and shifts as needed.
Strong ownership and accountability for quality outcomes.
Proficient in Google Workspace and Microsoft Office.
Preferred Qualifications
High energy, drive, enthusiasm, and initiative.
Ability to collaborate with diverse stakeholders to deliver results.
Experience supporting complex programs or multiple workstreams simultaneously.