Specialist - Customer Care - Voice 4A

Genpact; Hyderabad; Sur place; INR 450 000 - 750 000; Plein temps

Résumé du poste

Genpact is seeking a Data Quality Analyst to manage daily call center operations and ensure top-tier customer care services. You will monitor metrics, drive process improvements, and mentor staff to raise service standards across the team.

Join Genpact to work in a fast-moving, innovation-driven environment focused on AI and digital transformation for global clients. Your role involves collaboration across functions, data-driven reporting, and continuous quality enhancements.

Qualifications

• Bachelor-level degrees in business, communications, hospitality, IT, or marketing.
• Experience in customer care and data analytics is favorable.
• Certifications in service management or COPC recommended.

Responsabilités

• Manage day-to-day operations of the call center, ensuring delivery of high-quality customer service.
• Monitor performance metrics 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.
• 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.

Connaissances

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

Formation

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Description du poste

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

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)

Language Proficiency

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

Come join the 140,000+ coders, 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.