Universal Coach – Senior Process Associate– English – On Site Lisbon! Lisboa

Job Description - Universal Coach – Senior Process Associate– English – On Site Lisbon! (HIG024706)

Universal Coach – Senior Process Associate– English – On Site Lisbon! - HIG024706

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 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 Universal Coach – Senior Process Associate – English– On Site Lisbon!

Responsibilities

• Document process opportunities and drive insights
• Provide floor support to assist admins with queries while performing jobs
• Support admins to utilize, navigate and leverage knowledge resources to make informed decisions while performing jobs
• Understand & analysis the golden set quality process, workflow level performance & RCA
• Conducts internal audits to determine accuracy of decisions made by content moderators, within required timeframes
• Supports
  -
  - end internal audit quality activities, including but not limited to audit planning, implementation, feedback, and
  - audit as required
• Analyzes errors and RCAs, provides timely, helpful, and usable feedback to respective individuals to drive improved performance
• 100% Error feedback, dispute closures & group sessions for aligned admins / monitored admins
• Cascades documented feedback to respective teams
• Takes part in the appeal review process to establish the correct policy tag and explanation for appealed videos
• Works closely with Training teams to identify, report and prioritize training needs based on top error categories
• Helps with auditing other QAs’ performance through internal audit of audits (Ao
  A)
• Works with Leadership team to improve underperformance or bottom quartile performance
• Actively participates in calibration sessions and cascade learnings to the teams
• Drives process improvements within the Content Review process
• Identify and create action plans for bottom performers along with FLMs to drive improvement
• Audit and nesting support for new admins
• Documentation & circulation of Mo
  Ms from client and internal Calibrations

Minimum Qualifications

• Bachelor’s degree with Relevant experience in Trust and Safety or policy compliance related backend workflow experience in a reputed organization
• Should have solid understanding of workflow, tools used for providing services
• Experience working as an Agent in same/similar workflows
• High level of energy, drive, enthusiasm, initiative, and commitment
• Excellent communication, consulting, influencing and interpersonal skills vi. Proven track record of collaborating with
  - functional groups to produce results
• Eye for detail
• Demonstrated stable job tenure
• Relevant experience in a training delivery role or QA/SME role in an international environment
• Good knowledge of Quality/Process Improvement techniques iii. High level of energy, drive, enthusiasm, initiative and commitment
• Excellent communication, consulting, influencing and interpersonal skills.
• Excellent Skills on building and understanding data sets related to New Hire Training and Knowledge Mgt. to come up with actionable insights
• Proven track record of collaborating with
  - functional groups to produce results
• Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams Ability to perform duties objectively, devoid of inherent biases or personal beliefs
• Highest level of professionalism and
  - motivation
• Passion for ensuring a world class support experience for our community
• This job may require working a 24/7 schedule with alternating shifts and daily review of online content that may be highly egregious/sensitive in nature, such as (but not limited to) graphic violence, self harm, child abuse, and hate speech.

Preferred qualifications

• Proficient level of English (C1) language
• Strong knowledge of quality/training improvement techniques and policy enforcement in an Operations Environment
• Demonstrated strong analytical, problem solving skills
• Self-motivated,
  - energy levels and works well under strict deadlines
• Strong practical experience with Excel/Google Spreadsheet (Pivot
  Table, Charts, Statistical functions)
• Problem solving and detail orientated
• Superior facilitation skills, familiarity with virtual facilitation
• High level of energy, drive, enthusiasm, initiative and commitment
• Excellent communication, consulting, influencing and interpersonal skills
• Ability to collaborate with diverse stakeholders to deliver results
• Passion for driving performance for larger client purpose
• Performs well in a dynamic environment across multiple sites/teams
• Ability to drive new changes in a fast and constructive manner

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.