Customer Support _Quality Analyst_Domain Trainee _ Portuguese_Onsite Lisbon!

With us, you’ll learn fast, work smart, and make a difference. You'll build a career that matters.

Job Description – Customer Support _Quality Analyst_Domain Trainee _ Portuguese_Onsite Lisbon! (BFS047386)

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 industry‑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 large‑scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast‑moving, tech‑driven environment, love solving real‑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 cutting‑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 genpact.com and on Linked
In, X, You
Tube, and Facebook.

Inviting applications for the role of Customer Support _ Quality Analyst _ Domain Trainee _ Portuguese _ Onsite Lisbon!

Responsibilities

• Review, assess, and report compliance on process / procedure requirements.
• Assess quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations team to improve quality performance.
• Conduct calibration with client counterparts and operating teams to ensure quality measure is aligned and understood.
• Work 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.

Minimum Qualifications

• Associate or bachelor’s degree preferred.
• Medium 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.
• Minimum B2 English & Portuguese.

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 hands‑on experience, mentorship, and continuous learning opportunities.
• Work with the best – Join 140, 000+ bold thinkers and problem‑solvers who push boundaries every day.
• Thrive in a values‑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.