Universal Coach - Senior Process Associate - Italian - On Site Krakow

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Universal Coach - Senior Process Associate - Italian - On Site Krakow!

Responsibilities
• Document process opportunities and drive insights
• Provide floor support to assist admins with queries while performing jobs
• Support admins to utilize, navigate and leverage knowledge resources to make informed decisions while performing jobs
• Understand & analysis the golden set quality process, workflow level performance & RCA
• Conducts internal audits to determine accuracy of decisions made by content moderators, within required timeframes
• Supports end-to-end internal audit quality activities, including but not limited to audit planning, implementation, feedback and re-audit as required
• Analyzes errors and RCAs, provides timely, helpful and usable feedback to respective individuals to drive improved performance
• 100% Error feedback, dispute closures & group sessions for aligned admins / monitored admins
• Cascades documented feedback to respective teams
• Takes part in the appeal review process to establish the correct policy tag and explanation for appealed videos
• Works closely with Training teams to identify, report and prioritize training needs based on top error categories
• Helps with auditing other QAs' performance through internal audit of audits (AoA)
• Works with Leadership team to improve underperformance or bottom quartile performance
• Actively participates in calibration sessions and cascade learnings to the teams
• Drives process improvements within the Content Review process
• Identify and create action plans for bottom performers along with FLMs to drive improvement
• Audit and nesting support for new admins
• Documentation & circulation of MoMs from client and internal Calibrations

Important: Operations teams will function based on the schedule committed with the client (differences may appear at the start and end hour, break length, bank holidays, occasional work-related travelling) This job may require working a 24/7 schedule with alternating shifts and daily review of online content that may be highly egregious/sensitive in nature, such as (but not limited to) graphic violence, self-harm, child abuse, and hate speech.

Qualifications
• Bachelor's degree with relevant years of Trust and Safety or policy compliance related backend workflow experience in a reputed organization
• Should have solid understanding of workflow, tools used for providing services
- Experience working as an Agent in same/similar workflows
• High level of energy, drive, enthusiasm, initiative and commitment
• Excellent communication, consulting, influencing and interpersonal skills Proven track record of collaborating with cross-functional groups to produce results
• Eye for detail
• Social media /Video Platforms / Content savvy
• Demonstrated stable job tenure
• Preferred. relevant years of experience in a training delivery role or QA/SME role in an international environment
• Good knowledge of Quality/Process Improvement techniques. High level of energy, drive, enthusiasm, initiative and commitment
• Excellent communication, consulting, influencing and interpersonal skills.
• Excellent Skills on building and understanding data sets related to New Hire Training and Knowledge Mgt. to come up with actionable insights
• Proven track record of collaborating with cross-functional groups to produce results
• Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams Ability to perform duties objectively, devoid of inherent biases or personal beliefs
• Highest level of professionalism and self-motivation
• Passion for ensuring a world class support experience for our community

Preferred qualifications
• Proficient level of Italian min C1
• Very good level of English min B2
• Strong knowledge of quality/training improvement techniques and policy enforcement in an Operations Environment
• Demonstrated strong analytical, problem solving skills
• Self-motivated, high-energy levels and works well under strict deadlines
• Strong practical experience with Excel/Google Spreadsheet (PivotTable, Charts, Statistical functions)
• Problem solving and detail orientated
• Superior facilitation skills, familiarity with virtual facilitation
• High level of energy, drive, enthusiasm, initiative and commitment
• Excellent communication, consulting, influencing and interpersonal skills
• Ability to collaborate with diverse stakeholders to deliver results
• Passion for driving performance for larger client purpose
• Performs well in a dynamic environment across multiple sites/teams
• Ability to drive new changes in a fast and constructive manner

What can we offer?
• Attractive salary;
• Stable job offers - employment contract
• Work in a multicultural and diverse environment with employees from over 30 countries
• Genpact supports professional trainings and great career development opportunities
• Free access to our award-winning learning platform
• Benefits such as Insurance, Luxmed, Multisport Lunchpass Card, additional vacation days, biking policy .

As an Equal Opportunity Employer - we encourage you to apply to this opening position(s) with your preferred CV format. Please note that Genpact does not impose any CV format nor do we require you to enclose, a photograph to your CV as part of the application process. It is the candidate's absolute discretion if he/she chooses to upload a CV with or without a photograph enclosed.

Kindly please see our Privacy Notice for Employment Candidates: http://www.genpact.com/about-us/privacy-notice-for-employment-candidates

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. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.