Specialist - Customer Care - Voice 4A

Specialist - Customer Care - Voice 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 .

SMB Payments Quality Analyst - Specialist      Overview:   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. Experience in training batches for accounting softwares like Tally, Zoho, Sage, Netsuite, QuickBooks, etc preferred.        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.      Responsibilities:   ● 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