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!
Responsibilities
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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!
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Associate or bachelor’s degree preferred.
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Experience in a Quality Assurance or similar analytical role, with experience preferably within the fintech industry.
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Understanding of cryptocurrencies, blockchain technology, digital wallets, and common crypto-related inquiries and transactions.
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Exceptional attention to detail and strong analytical skills, with the ability to identify patterns and root causes.
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Excellent verbal and written communication skills, with the ability to provide clear, concise, and constructive feedback.
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Proficiency in using quality assurance software, CRM systems (e.g., Zendesk, Salesforce), and data analysis tools.
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Ability to work independently and collaboratively in a fast-paced, dynamic environment.
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Strong problem-solving abilities and a commitment to continuous improvement.
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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, Marketing Analytics, Metadata Management PowerMe, Microsoft Dynamics 365 Customer Service, Onboarding {+ 3 more}
Language
Portuguese (Required), Portuguese (Required)
Language Proficiency -
Advanced - C1
Additional Job Location -
Job Type
Regular
Master Skill List -
Customer Care - Collections
Remote Type -
Office
Work Shift -
Standard (Portugal)
Why join Genpact?
- Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
- Make an impact – Help global enterprises solve business challenges that matter
- Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
- 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 140,000+ coders, 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.
