Customer Support Quality Analyst – Senior Process Associate – Italian – Hybrid Lisbon Lisboa

Customer Support Quality Analyst – Senior Process Associate – Italian – Hybrid Lisbon
Lisboa
Lisboa, Lisboa, Portugal

Ready to shape the future of work?
At Genpact, we don't just adapt to change—we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our
- first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From
- scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a
- moving,
- driven environment, love solving
- world problems, and want to be part of a team that's shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and
- edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at and on Linked
In, X, You
Tube, and Facebook.

Inviting applications for the role of Customer Support Quality Analyst – Senior Process Associate – Italian – Hybrid Lisbon
Your job will include the following activities:
Responsibilities

• Capable of ensuring policy/legal compliance and safety of content uploaded to the platform.
• Preferably familiar with the social media industry and content moderation practices.
• Flexible to policy changes, shifting schedules and dedicated to standard operating protocols.
• Respond to and resolve escalated customer inquiries in a timely and professional manner.
• Investigate complex customer issues and identify root causes.
• Work with other teams to develop and implement solutions to customer issues.
• Provide feedback to Tier 1 agents and other teams on how to improve customer service.
• Stay up to date on client's products and services, as well as industry best practices.
• Escalate critical issues to the appropriate team.

Minimum Qualifications:

• Italian and English Level Upper Intermediate (B2) or Intermediate (B1)
• Education qualification: High School and above.
• Great understanding of social media products and services
• Excellent customer service skills, including the ability to communicate effectively and empathize with customers.
• Ability to work independently and as part of a team.
• Proficient in
  - solving and analysis
• Ability to prioritize and manage multiple tasks simultaneously.
• Excellent written and verbal communication skills

Preferred Qualifications

• Experience with customer relationship management (CRM) systems
• Experience with troubleshooting technical issues
• Experience with data analysis

Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career — Get
  - on experience, mentorship, and continuous learning opportunities
• Work with the best – Join 140, 000+ bold thinkers and
  - solvers who push boundaries every day
• Thrive in a
  - driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Let's build tomorrow together.

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 respect and integrity, customer focus, and innovation.
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.

Job Senior Process Associate

Primary Location Portugal-Lisbon

Schedule Full-time

Education Level Bachelor's / Graduation / Equivalent

Job Posting Sep 13, 2025, 7:05:25 PM

Unposting Date Ongoing

Master Skills List Operations

Job Category Full Time