Specialist - Customer Care - Blended 4A

Specialist - Customer Care - Blended

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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.
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Job Description

Shift Inclusive of Daylight Savings impact

Role Overview

We are seeking a detail-oriented and quality-driven Quality Assurance Officer to support customer operations through effective quality monitoring, process validation, and compliance reviews. The role will be responsible for ensuring prescribed operational activities are completed accurately, consistently, and in accordance with established procedures, service standards, and regulatory requirements.

The successful candidate will work closely with operational teams to evaluate process outcomes, identify areas of improvement, and support a culture of quality and continuous improvement. This role requires a strong focus on accuracy, attention to detail, and the ability to assess operational performance against defined quality standards while ensuring customer-related activities are completed in a timely and compliant manner.

As a key member of the operations team, the Quality Assurance Officer will contribute to maintaining operational excellence by conducting reviews, identifying trends and gaps, providing actionable feedback, and supporting process governance activities. The role will play an important part in driving consistency, reducing operational risk, and enhancing overall service quality and customer outcomes. Key Responsibilities

As part of the MHC team, you will be responsible for:

Perform quality reviews of operational activities to ensure adherence to established procedures, policies , and quality standards.

Conduct audits and validation checks on completed transactions, customer records, correspondence, and administrative activities.

Monitor operational performance and identify processing errors , documentation gaps , and process deviations .

Ensure customer-related activities are completed accurately and in line with business, compliance , and regulatory requirements .

Provide timely and constructive feedback to operational team s to support quality improvements and performance enhancement .

Support calibration exercises and quality review sessions to ensure consistency in quality assessments and evaluation standards .

Analyse quality trends, identify root causes of recurring issues , and recommend corrective actions and process improvements.

Prepare and maintain quality reports, audit findings, scorecards, and management information as required.

. Collaborate with operational leaders and stakeholders to address quality concerns and supportremediation activities.

Assist in the development and maintenance of quality control frameworks, procedures, and reviewmethodologies.

Support governance, risk, and compliance initiatives by ensuring adherence to established operationalcontrols.

Participate in training, coaching, and knowledge-sharing activities to promote quality awareness and bestpractices across the team.

Contribute to continuous improvement initiatives aimed at enhancing efficiency, accuracy, and customerexperience Risk & Compliance Management

Operate within established risk management frameworks and ensure adherence to internal policies,procedures, and relevant legislation

Ensure customer interactions meet prescribed regulatory timeframes, Escalate identified issues,concerns, or risks to the appropriate teams for timely management and resolution

Complete all mandatory training requirements with-in the associated time frame

Positively reinforce a strong risk culture through governance, controls, and other best practices

Ensure strict adherence to compliance, confidentiality, information security, and data protectionstandards always

Identify and escalate potential risks or issues in a timely manner and support remediation actions toensure effective ongoing risk management

Working Model & Design Principles

Working Hours & Shift Model

Shift Window: Australian business-aligned shifts starting 3:00 AM IST onwards , with a 10-hourworking window (including daylight savings impact).

Shift Type: Rotational shifts.

Weekend & Holiday Coverage:

All Indian calendar holidays are treated as normal working days .

Weekend working may be required based on business needs and will be accounted forunder additional hours as per policy. Non-Voice Exposure Work Mix: Exposure across email-based processing, workflow management, document review, validation, andcase-based & Hardship activities . Stakeholder Interaction: Primary engagement with client operations teams and internal stakeholders throughworkflow systems, emails, and operational collaboration. Work Complexity: Judgment-based processing and QA involving exception handling, documentation assessment,compliance validation, escalation management, and operational decision-making within established procedures andframework. Learning Curve Expectations

Expected to complete the learning curve within the defined training and nesting period, demonstrating the abilityto independently meet key deliverables, quality standards, and productivity benchmarks within agreed timelines.

Qualifications/ Skills we seek in you!

Minimum Qualifications

Graduate in any discipline.

Proficiency in Microsoft Office applications, including Excel, Word, and Outlook

Preferred Experience/ Skills

3–5 years of experience in quality monitoring, auditing, compliance reviews, or operational control functions.

Exposure to customer operations, financial services, banking, real estate, administrative support, or similar service-based industries.

Strong analytical, problem-solving, and critical-thinking skills.

Experience in preparing quality reports, analyzing trends, and presenting findings to stakeholders.

Ability to collaborate effectively with cross-functional teams and operational leaders.

A continuous improvement mindset with a strong focus on operational excellence and service quality.

Strong attention to detail, with the ability to review and assess information accurately.

Excellent written and verbal communication skills.

Ability to manage multiple priorities and consistently meet established deadlines.

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Certified Customer Service Representative (CCSR) - TransmanTransman, Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, Customer Experience Certification (COPC) - COPC Inc.COPC Inc.

Required Skills

Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Onboarding, Customer Relationship Management (CRM), Customer Service, Customer Service Analytics, Data Analytics, Data Literacy, End to End Man