Specialist - Customer Care - Voice 4A

Genpact Ltd.; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Genpact Ltd. in Gurugram seeks a Specialist - Customer Care - Voice to join its AI-driven quality and risk oversight team. You will evaluate customer interactions across payments and banking workflows, ensuring accuracy and customer satisfaction.

This role requires domain knowledge in banking operations, ACH networks, merchant services, and problem resolution, with opportunities to coach teams and drive improvements in collaboration with Training and Operations.

Qualifications

• Bachelor's degree or equivalent in a business, communication, IT, or related field.
• Experience in banking/payments QA or quality assurance is preferred.
• Understanding of ACH, NACHA, merchant services, and payment ecosystems is desirable.
• Ability to coach, mentor, and drive process improvements across frontline teams.

Responsibilities

• Evaluate customer interactions involving payments, banking workflows, and merchant services.
• Assess quality of investigations related to settlements, reversals, and disputes.
• Audit onboarding, servicing, and funding release processes for risk and compliance.
• Ensure adherence to regulatory and internal policies while driving customer outcomes.
• Provide coaching to improve investigation quality and customer experience.
• Collaborate with Training and Operations to close gaps and uplift capabilities.

Skills

Customer Care

Voice

Data Analytics

Fraud Detection

Customer Experience

Education

Bachelor's – Business Administration

Bachelor's – Communication

Bachelor's – Hospitality Management

Bachelor's – Information Technology

Bachelor's – Marketing

Certification – ServiceNow

Tools

ServiceNow

Job description

Specialist - Customer Care - Voice

Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting‑edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description SMB Payments Quality Analyst – Specialist "Money" Overview: This role supports quality assurance, risk oversight, and operational excellence for frontline teams serving US SMB customers across the Accounting application Payments, Banking, Capital, and Money Movement ecosystem. The role requires a deep banking and payments domain expert capable of evaluating technical accuracy, investigative quality, risk adherence, customer experience, and commercial effectiveness.

Unlike traditional QA roles, this position requires expertise in banking operations, ACH networks, merchant services, card processing, settlements, funding workflows, disputes, chargebacks, fraud controls, lending support, and money movement investigations. Experience in training batches for accounting softwares like Tally, Zoho, Sage, Netsuite, QuickBooks, etc preferred.

The Quality Analyst acts as a control point ensuring customer interactions are technically correct, compliant with regulatory and internal policies, operationally effective, and aligned with customer and business outcomes.

Responsibilities

• Evaluate customer interactions involving ACH payments, card processing, merchant settlements, deposits, withdrawals, funding activities, lending support, and banking workflows.
• Assess the quality of investigations involving ACH returns, failed deposits, settlement delays, payment reversals, funding exceptions, dispute outcomes, and chargeback cases.
• Audit interactions related to merchant onboarding, merchant servicing, payment holds, reserves, risk reviews, account restrictions, and funding release decisions.
• Evaluate adherence to NACHA guidelines, internal risk frameworks, KYC requirements, AML controls, fraud prevention policies, and operational governance standards.
• Assess how effectively employees identify root causes across multiple systems, partners, and payment touchpoints.
• Review ownership behaviors, escalation decisions, documentation quality, investigative rigor, and customer resolution effectiveness.
• Evaluate customer communication for clarity, professionalism, compliance, risk management, expectation setting, and confidence-building.
• Assess the ability to explain complex banking and payments concepts using simple customer‑friendly language.
• Evaluate consultative sales behaviors, ecosystem recommendations, attach opportunities, and value‑based solutioning across Payments, Banking, Capital, Payroll, and Accounting products.
• Perform trend analysis to identify recurring operational failures, payment risks, merchant servicing issues, training gaps, and customer pain points.
• Partner closely with Training and Operations teams to convert quality findings into capability‑building initiatives.
• Deliver coaching recommendations that improve investigation quality, payments expertise, customer outcomes, compliance adherence, and commercial performance.
• Participate in calibration exercises and quality governance reviews to ensure scoring consistency.
• Remain current on banking, merchant services, fintech innovations, regulatory expectations, payment network changes, and Accounting application ecosystem enhancements.

Qualifications for Street to Seat

US Banking & Payments Expertise

• Relevant years of experience in Banking, Payments, Merchant Services, Treasury Operations, Fintech, Risk Operations, or Money Movement environments.
• Strong understanding of ACH processing, NACHA frameworks, settlements, merchant acquiring, payment lifecycles, funding flows, and card payment ecosystems.

Domain Expertise

• Experience supporting SMB customers within Banking, Fintech, Merchant Services, Payment Processing, Commercial Banking, or Financial Services organizations.

Quality & Risk Expertise

• Experience in Quality Assurance, Operational Auditing, Risk Reviews, Compliance Monitoring, Coaching, or Operational Excellence.
• Ability to assess technical accuracy, risk adherence, customer experience, and business outcomes simultaneously.

Financial & Banking Knowledge

• Deep understanding of banking operations, merchant servicing, funding timelines, settlement processes, payment disputes, chargebacks, and risk controls.
• Working knowledge of accounting and reconciliation principles preferred.

Troubleshooting Expertise

• Proven experience evaluating investigations involving ACH returns, failed settlements, funding holds, chargebacks, disputes, fraud reviews, and connectivity issues.

Customer & Commercial Acumen

• Experience assessing consultative sales conversations and ecosystem solutioning opportunities.
• Understanding of SMB operating models, cash flow dependencies, and customer decision drivers.

Communication

• Strong ability to assess and coach communication involving complex banking, payments, risk, and financial concepts.

Preferred

• Background in Merchant Services, Commercial Banking, Treasury Services, Payment Operations, Financial Risk, Fintech Support, or Banking Quality functions.
• Certifications or formal training in banking, compliance, payments, merchant acquiring, or financial services.
• Experienced with organisations.

Qualifications Bachelors – Business Administration, Bachelors – Communication, Bachelors – Hospitality Management, Bachelors – Information Technology, Bachelors – Marketing Certifications Certified Implementation Specialist – Customer Service Management – ServiceNow ServiceNow, Customer Experience Certification (COPC) – COPC Inc. COPC Inc.

Required Skills

Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Online Customer Support, Online Transaction Processing (OLTP), Sales, Sales Support, Speech Analytics, Strategic Advisory, Target Operating Model, Technical Support, Third Level Support, Virtual Administrative Support, Voice‑User Interface Language English (Required) Language Proficiency - Upper Intermediate - B2 Additional Job Location - Job Type Regular Master Skill List - Customer Care - Voice Remote Type - Office Work Shift - Night Job (India)

Why join Genpact?

• Lead AI-powered transformation – Drive innovation and solve real‑world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands‑on experience, mentorship, and world‑class learning opportunities to stay ahead
• 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

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.