Specialist - Customer Care - Collections 4A

Specialist - Customer Care - Collections Ready to turn bold ideas into real-world impact?  At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory , our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI , our breakthrough solutions tackle companies’ most complex challenges.   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.  Get to know us at genpact.com and on LinkedIn , YouTube , X , and Facebook . Job Description - Inviting applications for the role of Customer Support_Quality Analyst_Specialist _ Portuguese_OnsiteLisbon!

Review, assess, and report compliance on process / procedure requirements.    Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance   Conducts calibration with client counterparts and operating teams to ensure quality measure is aligned and understood.   Works with Quality Manager on change management process, tools enhancements, and workflow amendments.   Provide expertise and insight into complex areas of process workflows    Act as subject matter expert on Tier 1 workflow policies and procedures   Bring innovation ideas and help create work process standardization   May create new solutions, leveraging and, where needed, adapting existing methods and procedures.  Qualifications we seek in you!   Associate or bachelor’s degree preferred.  Experience in a Quality Assurance or similar analytical role, with experience preferably within the fintech industry.  Understanding of cryptocurrencies, blockchain technology, digital wallets, and common crypto-related inquiries and transactions.  Exceptional attention to detail and strong analytical skills, with the ability to identify patterns and root causes.  Excellent verbal and written communication skills, with the ability to provide clear, concise, and constructive feedback.  Proficiency in using quality assurance software, CRM systems (e.g., Zendesk, Salesforce), and data analysis tools.  Ability to work independently and collaboratively in a fast-paced, dynamic environment.  Strong problem-solving abilities and a commitment to continuous improvement.  Prior experience in customer service or support is a plus.  Qualifications - Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing Certifications - Certified Data Management Professional - RiversandRiversand, Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow Required Skills - Claims Resolution, Claims Resolution, Collections Analytics, Collections Management, Consumer Electronics, Credit Risk Management, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Service, Customer Service Analytics, Data Analytics, Data Literacy, Data Management, Data Visualization, Electronic Hardware, End to End Management, Generative AI, Insight Generation, Internet Businesses, Manufacturing Equipment,