Subject Matter Expert - Senior Process Associate - English - HIG004965
With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world's biggest brands-and we have fun doing it. Now, we're calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Inviting applications for the role of Subject Matter Expert - Senior Process Associate - English
Provide support to agents by answering complex queries and troubleshoot raised issues
Conduct training on frequent queries as well as on how to use internal resources and knowledge base
Have advanced troubleshooting skills which help them identify and report bugs to management, and work with internal teams to help resolve the complex, escalated issues
Conducting RCA to identify drivers impacting performance, and works closely with QAs, Trainers to improve team performance
Perform other tasks requested by the manager to reach team objective or the company's objectives based on current needs.
Perform all tasks in compliance with Genpact internal policies, procedures.
Successfully graduating the training plan attached to the position and the tasks
Training other team members regarding the daily tasks whenever necessary and requested by the manager;
Updating the working procedures periodically
Supporting any systems/tools implementations applicable to the processes in scope
High School Degree
Demonstrated strong analytical, problem solving skills;
Self-motivated, high-energy levels and works well under strict deadlines;
Ability to manage the quality expectations and put in place relevant controls within the process to ensure the team delivers at expected standards
Ability to bring external and internal data insights into the process, seize optimization and automation opportunities through successful implementation of supporting digital tools
Solid understanding of workflow, tools used for providing services
Willingness to learn and work on a dynamic project
Prior experience working as a Content Moderation Agent
Strong knowledge of the processes and policies as it applies to the area they are tasked to support
Neutral mind-set to digital content that needs classification & policy review
This job will request working in a 24/7 schedule with alternating shifts and reviewing content that might be highly egregious in nature, every day
What can we offer?
Stable job offer - employment contract.
Various trainings on our learning platform (initiating, soft skills).
Benefits (Private Medical Package, Meal vouchers, Access to wellness programs).
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. 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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter , Facebook , LinkedIn , and YouTube .
Job Senior Process Associate Primary Location Poland-Krakow
Education Level Bachelor's / Graduation / Equivalent Job Posting Sep 23, 2020, 8:37:30 AM Unposting Date Ongoing Master Skills List Corporate Job Category Full Time