Ads Sales Quality Analyst - Lisboa, Portugal - Genpact

Genpact

Empresa verificada

Lisboa, Portugal

há 1 semana

Postado por:

João Santos

Recrutador de beBee

Descrição

With a startup spirit and 115,000 + 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._

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In this role, you will be responsible for monitoring and report agentwise and team level quality, conduct calibration, performing fraud and compliance audits._

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Responsibilities_

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- _Actively listen & review the work performed by the team, making sure all is done according to compliance with our policies and being 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 monitoring 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 the 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:_

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- _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_
- _This job will request working in a normal shift, Monday to Friday, but be flexible_

What can we offer?_

- _Attractive salary_
- _Stable job offer - employment contract._
- _Various trainings (initiating, soft skills)._
- _Benefits (Private Medical Package, Meal vouchers, Access to wellness programs)._

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Job_**_Senior Process Associate_

_ Primary Location__Portugal-Lisbon_

_ Schedule__Full-time_

_ Education Level__Bachelor's / Graduation / Equivalent_

_ Job Posting__Nov 20, 2023, 7:49:01 PM_

_ Unposting Date__Ongoing_