Quality Assurance Analyst Job in Pune at Genpact

Genpact is hiring for the role of Quality Assurance analyst!

Responsibilities of the Candidate:

• Review and evaluate processed transactions and Customer Calls taken for accuracy, professionalism, and adherence to compliance standards. 
• Audit policy servicing tasks for accuracy and completeness.
• Conduct regular process audits to ensure adherence to client-specific guidelines, regulatory requirements, and organizational standards. 
• Prepare and present detailed quality reports with actionable insights. 
• Analyse data to identify trends, root causes, and opportunities for improvement. 
• Track quality metrics such as accuracy rates, customer satisfaction, and SLA compliance. 
• Provide constructive feedback to employees to improve performance and service quality. 
• Collaborate with trainers to design or refine training programs based on QA findings. 
• Assist in coaching teams to enhance understanding of processes and compliance requirements. 
• Work well with Onshore /Offshore and customers in an encouraging and professional manner via email and on calls 
• Ensure that all activities meet industry regulations and client-specific standards, including data protection and confidentiality. 
• Keep updated on changes in insurance regulations and BPO best practices. 
• Identify gaps in workflows and recommend solutions to optimize processes.
• Collaborate with operations and management to implement quality improvement initiatives. 

Requirements:

• Bachelor's degree (preferred M.Com, B Com, MBA)
• Experience in a Quality Assurance role within the insurance or BPO industry.