Digital Marketing Quality Analyst

Genpact is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Digital Marketing Specialist with English

The job only from the office, address: Cairo: Plot 44 Tesseen, El Shamaly Street, Al Salam Axis First Sector, City Centre, 5th settlement 11835 Cairo. Nestle building, 3rd floor.

Summary of the role:

In this role, you will be responsible for researching, planning, organizing, and helping to conduct training programs related to New Hire Orientation, sales processes/operations, and professional skills. You will also monitor and report agent-wise and team-level quality, conduct calibration, and perform fraud and compliance audits.

Responsibilities:

• Research, plan, organize, and help conduct training programs related to sales process/operations, and professional skills.
• Create Standard Operating Procedures and related materials for new training programs.
• Assess the effectiveness of current and proposed programs and make recommendations for program/content changes or improvement.
• Actively listen and review the work performed by the team, making sure all is done according to compliance with our policies, and be able to rate that work in multiple parameters.
• Monitor and report agent-wise and team-level quality, conduct calibration, and perform 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.
• An analytical bent of mind with the ability to root cause based on data and drive decisions.
• Keep a pulse on the agent's knowledge and skill gaps, share the gaps, 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.
• 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.

Requirements:

• Knowledge of English min. B2.
• Bachelor’s degree in business, communications, marketing, or another related area of study.
• Experience working in a sales or account management role with small businesses.
• Passion for social media/entertainment marketing, and up for the challenge of building something from the bottom up.
• Experience in performing a role aimed at controlling process quality indicators.
• Experience in training courses for employees.

We offer:

• Stable job offers - employment contract.
• Work in a multicultural environment.
• Various trainings (initiating, soft skills).
• Life insurance (Meta Life),
• Transportation allowance.
• Mobile allowance.

As an Equal Opportunity Employer – we encourage you to apply to this opening position(s) with your preferred CV format. Please note that Genpact does not impose any CV format, nor do we require you to enclose a photograph with your CV as part of the application process. It is the candidate’s absolute discretion if he/she chooses to upload a CV with or without a photograph enclosed.

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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. Get to know us at genpact.com and on LinkedIn , X , YouTube , and Facebook .

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