Specialist - Customer Care - Voice 4A

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Genpact is hiring a Data Quality Analyst to oversee day-to-day call center operations and ensure top-tier customer service. You will monitor KPIs, drive improvements, and collaborate with cross-functional teams to align processes and technology investments.

The role emphasizes data analytics, quality assurance, and customer journey insights to enhance efficiency and customer experience. Night shifts and on-site work in India are expected.

Qualifications

• Bachelor's degrees in business, communication, hospitality, IT or marketing relevant to data, CX and QA work.
• Experience in customer service or call center environments is advantageous.
• Certification in customer service management or COPC is a plus.
• Proficiency with data analytics and reporting tools is preferred.

Responsibilities

• Manage day-to-day operations of the call center to ensure high-quality service.
• Monitor performance metrics and identify opportunities to improve efficiency.
• Develop strategies to boost productivity and service standards.
• Train and mentor staff to strengthen service delivery and engagement.
• Conduct regular quality assurance checks to ensure compliance with expectations.
• Collaborate with cross-functional teams for aligned operations.
• Prepare and present performance reports and trend analyses.
• Support implementation of call center technologies to improve CX.

Skills

Data Analytics

Quality Assurance

Customer Experience

Customer Journey Mapping

Customer Service

Speech Analytics

Fraud Detection

Fraud Disputes

Online Customer Support

OLTP

Sales

Sales Support

Strategic Advisory

Target Operating Model

Technical Support

Third Level Support

Virtual Administrative Support

Voice-User Interface

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Job Description

Data Quality Analyst

Responsibilities

• Manage day-to-day operations of the call center, ensuring consistent delivery of high-quality customer service.
• Monitor performance metrics and operational indicators to identify improvement opportunities and drive efficiency.
• Develop and implement strategies to enhance productivity and service standards across the team.
• Train and mentor call center staff to strengthen service delivery and customer engagement capabilities.
• Conduct regular quality assurance assessments to maintain compliance with service expectations.
• Collaborate with cross-functional teams to ensure smooth communication and operational alignment.
• Prepare and present performance reports and trend analysis to support data-driven decision-making.
• Support implementation of call center technologies and tools to improve customer experience and operational effectiveness.

Qualifications

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Hospitality Management
• Bachelors - Information Technology
• Bachelors - Marketing

Certifications

• Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow
• 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)
• English (Required)
• Intermediate - B1

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.