Sr Quality Assurance Specialist

About Gen:

Gen is a global company powering Digital Freedom through consumer brands including Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Our combined heritage is rooted in providing safety for the first digital generations. We bring leading technology solutions in cybersecurity, privacy and identity protection to more than 500 million users in 150 countries so they can live their digital lives safely, privately, and confidently today and for generations to come. Were always looking for smart, fearless, and dedicated people. Together, we have collective passion and a big vision to power Digital Freedom by protecting consumers and giving them control of their digital lives.

When you re a part of Gen, you are provided access to a range of resources and support to ensure you can do your best work and live your best life. This includes flexible working options with generous time off and competitive benefits & compensation packages.

Diversity is foundational to how we do business because we know the greatest ideas and results come from our unique perspectives and differences. We strive to create a safe, inclusive environment where you can bring your whole self to work. Team members are valued, respected, and celebrated for who they are in a meaningful and exciting atmosphere. Gen is an equal employment opportunity employer. Employment decisions are based on merit, experience, and business needs.

If this sounds like you Gen has a dynamic, supportive culture with core values that celebrate diversity, promote teamwork, and encourage every team member to contribute and grow join us!

About the Role:

This role will be dedicated to ensuring support interactions are of the highest quality and to support successful engagement rates, primarily through monitoring and providing coaching and feedback on calls. Lead Quality Improvement initiatives for large-scale support Programs or be a member of a cross-functional Global initiative. Facilitate Workshops and serve as regional skills champion.

Responsibilities:

Collaborate well within the team members/partners to get the tasks delivered as per the schedule and

provide transparent updates to the stakeholders.

Monitor and evaluate transactions/incidents of Open and Closed transactions to ensure that quality

standards are met.

Perform Transaction Monitoring for different LOBs (Voice, Chat & Email)

Teaches QA reviewers how to apply evaluation criteria and perform QA evaluations on a consistent basis

Builds consensus among all QA reviewers. Fosters collaboration and camaraderie among QA reviewers

Helps maintain an open dialogue between the QA team and management

Keeps staff updated about changes to the program, scoring criteria and the evaluation form, as the program

evolves

Detractor Analysis, ability to identify and capture VOC (understands the difference between good and bad

customer feedback).

Provide suggestions to ensure improvement in adherence to quality standards and improve overall team

performance

Conduct monthly calibration sessions with all supervisors/QA reviewers to ensure program consistency.

Mandatory rotational shifts.

Identify unethical practices/behaviour and highlight.

Innovation based on Transaction Monitoring (Conduct Quality improvement projects).

Qualifications:

Bachelor s Degree or equivalent; Graduation in any stream.

Exceptional customer service skills

Strong Team Player, capability to influence Team and manage Change.

3 years minimum experience in a voice or chat-based Support centre.

Minimum experience of 3 years in a voice/chat-based Support Process in a Quality Assurance Specialist or

equivalent position.

Proficiency in the English Language; Excellent Verbal & Written communication skills; Good Comprehension

& Listening abilities.

Proficiency with computers (MS Office, especially Microsoft Excel - data analysis); Good working knowledge

of Internet.

Good knowledge about Windows operating system. Knowledge of MAC operating systems would be an

advantage.

Logical / Analytical skills; Problem-solving skills; troubleshooting analysis; Eye for detail.

• Strong analytical skills with the ability to assess performance metrics and identify areas for improvement.

Ability to coach, analyse Data for respective Teams, identify issues/ best practices.

Ability to manage multiple tasks and proactively understanding dependencies / risks associated with any

Project activity.

Self-directed and self-motivated - able to work independently on a variety of tasks.

Must be well organized and able to effectively manage own time.

Must possess excellent communication skills, including verbal, written, interpersonal and coaching.

Ability and desire to multitask and function in a fast-paced support environment.

Demonstrated ability to think critically and analyze and interpret data independently.

Sense of urgency in performance of duties.

Interpersonal skills that promote collaboration and productivity.

Effective and efficient written and oral communication skills.

Superior interpersonal skills - Ability to get along with diverse personalities, tactful, mature, and flexible.

Excellent analytical skills and strong decision-making abilities.

-good to have reporting experience and tools knowledge as Power BI, Tableau, Databases etc

Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.

We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency .

Gen complies with all anti-discrimination laws.

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.