Digital Quality Analyst – Senior Process Associate – English – On Site Cairo At Genpact
“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! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.
Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.
Welcome to the relentless pursuit of better. ”
Inviting applications for the role of the
Ads Sales Quality Analyst – Senior Process Associate – English – On Site Cairo!
In this role, you will be responsible to research, plan, organize and help conduct training programs
related to NHO, sales process/operations, and professional skills. You will also monitor and report agent wise and team level quality, conduct calibration, performing fraud and compliance audits.
Responsibilities
- Actively listen and review the work performed by the team, making sure all is done according to compliance to our policies and be able to rate that work in multiple parameters.
- Monitor and report agent-wise and team-level quality, conduct calibration, performing fraud and compliance audits.
- Take necessary steps to ensure quality metrics are met by assessing accurate samples and monitor process improvement initiatives.
- Investigate escalations of inaccurate and/or improper course of action/decisions to understand the root cause(s) and implement corrective steps to improve quality.
- Analytical bent of mind with the ability to root cause basis data and drive decisions
- Keep a pulse on the agent's knowledge and skill gaps, share the gap and help training team in creating a solution.
- Keep up to date and proficient in process voice and products.
- Providing feedback, coaching, and mentoring to Personnel as needed, and working closely with the operation Team Leaders and Personnel to meet the relevant service level metrics.
- Collect and share insights on process improvement, with training, operations or/and client
Preferred Requirements:
- Expert knowledge of social media, mobile apps, and digital and mobile marketing.
- Knowledge of the self-serve platform, auction, and biddable form of digital advertising buying.
- Experience working in a sales or account management role with small businesses.
- Proven track record of reaching and exceeding sales goals.
- Strong communication and interpersonal skills, good at work under pressure.
- Passion for social media/entertainment marketing, and up for the challenge of building something from the bottom up.
- Excellent communication and presentation skills.
- A team player and collaborator
- Proficient level of English min C1
What can we offer?
- Work in a multicultural and diverse environment with employees from over 30 countries
- Genpact supports language courses, professional trainings and great career development opportunities
- Free access to our award-winning learning platform
- Benefits such as Private Medical Package and wellness programs
Genpact is an Equal Opportunity. 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.
