Genpact | Specialist - Customer Care - Voice 4A

Responsibilities

• This role supports quality assurance, risk oversight, and operational excellence for frontline teams serving US SMB customers across the Accounting application Payments, Banking, Capital, and Money Movement ecosystem.
• The role requires a deep banking and payments domain expert capable of evaluating technical accuracy, investigative quality, risk adherence, customer experience, and commercial effectiveness. 
• Unlike traditional QA roles, this position requires expertise in banking operations, ACH networks, merchant services, card processing, settlements, funding workflows, disputes, chargebacks, fraud controls, lending support, and money movement investigations.
• The Quality Analyst acts as a control point ensuring customer interactions are technically correct, compliant with regulatory and internal policies, operationally effective, and aligned with customer and business outcomes. 
• Evaluate customer interactions involving ACH payments, card processing, merchant settlements, deposits, withdrawals, funding activities, lending support, and banking workflows.
• Assess the quality of investigations involving ACH returns, failed deposits, settlement delays, payment reversals, funding exceptions, dispute outcomes, and chargeback cases.
• Audit interactions related to merchant onboarding, merchant servicing, payment holds, reserves, risk reviews, account restrictions, and funding release decisions.
• Evaluate adherence to NACHA guidelines, internal risk frameworks, KYC requirements, AML controls, fraud prevention policies, and operational governance standards.
• Assess how effectively employees identify root causes across multiple systems, partners, and payment touchpoints.
• Review ownership behaviors, escalation decisions, documentation quality, investigative rigor, and customer resolution effectiveness.
• Evaluate customer communication for clarity, professionalism, compliance, risk management, expectation setting, and confidence-building.
• Assess the ability to explain complex banking and payments concepts using simple customer-friendly language.
• Evaluate consultative sales behaviors, ecosystem recommendations, attach opportunities, and value-based solutioning across Payments, Banking, Capital, Payroll, and Accounting products.
• Perform trend analysis to identify recurring operational failures, payment risks, merchant servicing issues, training gaps, and customer pain points.
• Partner closely with Training and Operations teams to convert quality findings into capability-building initiatives.
• Deliver coaching recommendations that improve investigation quality, payments expertise, customer outcomes, compliance adherence, and commercial performance.
• Participate in calibration exercises and quality governance reviews to ensure scoring consistency.
• Working knowledge of accounting and reconciliation principles preferred.

Requirements

• Experience in training batches for accounting softwares like Tally, Zoho, Sage, Netsuite, QuickBooks, etc preferred.
• Strong understanding of ACH processing, NACHA frameworks, settlements, merchant acquiring, payment lifecycles, funding flows, and card payment ecosystems.
• Experience supporting SMB customers within Banking, Fintech, Merchant Services, Payment Processing, Commercial Banking, or Financial Services organizations.
• Experience in Quality Assurance, Operational Auditing, Risk Reviews, Compliance Monitoring, Coaching, or Operational Excellence.
• Ability to assess technical accuracy, risk adherence, customer experience, and business outcomes simultaneously.
• Deep understanding of banking operations, merchant servicing, funding timelines, settlement processes, payment disputes, chargebacks, and risk controls.
• Proven experience evaluating investigations involving ACH returns, failed settlements, funding holds, chargebacks, disputes, fraud reviews, and connectivity issues.
• Experience assessing consultative sales conversations and ecosystem solutioning opportunities.
• Understanding of SMB operating models, cash flow dependencies, and customer decision drivers.
• Strong ability to assess and coach communication involving complex banking, payments, risk, and financial concepts.
• Background in Merchant Services, Commercial Banking, Treasury Services, Payment Operations, Financial Risk, Fintech Support, or Banking Quality functions.
• Certifications or formal training in banking, compliance, payments, merchant acquiring, or financial services.
• Experience Certification (COPC) - COPC Inc.COPC Inc.
• Qualifications for Street to Seat: 
• Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing
• Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, Customer Experience Certification (COPC) - COPC Inc.COPC Inc.

Genpact

Genpact is a global professional services and technology firm known for running and transforming business processes for large companies. It began in 1997 in Gurugram as a business unit of General Electric and became an independent company in 2005.

Finance and accounting is one of Genpact's core practices. The firm regularly hires CAs, CMAs and commerce graduates for record-to-report, order-to-cash, procure-to-pay, FP&A, and risk and controls roles.

• Industry: Professional services and business process management
• Headquarters: New York, USA
• In India: Major centres in Gurugram, Hyderabad, Bengaluru, Kolkata, Noida and other cities