Analyst - Data Governance and Quality
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
Service Desk Process Coach
In this role, Process Coach is responsible for overseeing the daily operations of the IT service desk team to ensure effective, efficient, and high-quality support for end-users. This role involves managing incidents, requests, escalations, and ensuring adherence to defined SLAs and ITSM best practices.
Strong customer service orientation.
Responsibilities
- Coach service desk agents (L1/L1.5) to improve performance, knowledge, and customer handling.
- Conduct regular 1:1 feedback sessions and performance reviews.
- Identify skill gaps and arrange targeted training sessions or upskilling plans.
- Monitor calls, chats, and tickets for quality and compliance.
- Evaluate tickets against defined SLAs, documentation standards, and technical accuracy.
- Drive corrective action plans for consistent low performers or repeat issues.
- Ensure team adherence to SOPs, ITIL processes (Incident, Request, Knowledge).
- Review and refine knowledge articles regularly.
- Assist in implementing changes in processes based on feedback and performance metrics.
- Track and report on key performance indicators (KPIs): FCR (First Call Resolution), SLA compliance, CSAT, Average Handling Time (AHT), and quality scores.
- Analyze trends and share insights with leadership for continuous improvement.
- Handle customer escalations or repeat issues tactfully and ensure resolution.
- Work with L2/L3/resolver groups for timely ticket closure and feedback.
- Identify process gaps and recommend automation or simplification opportunities.
- Collaborate with stakeholders to optimize workflows and reduce repeat contacts.
- Support new joiner onboarding, ensure training is aligned with process expectations.
- Provide ongoing learning refreshers for tools, technologies, and soft skills.
- Ensure audit readiness for service desk operations.
- Collaborate with client leadership, internal teams, and resolver groups.
- Support Scheduling
- Represent service desk in governance calls, incident reviews, and quality meetings.
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Bachelor's Degree required. Preferably in Computer Science, Information Systems, or related field.
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Excellent Communication skills
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Solid understanding of ITSM frameworks (ITIL Foundation certification preferred).
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Familiarity with service desk tools and remote support platforms.
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Good understanding of desktop, laptop, mobile devices, printers, basic networking, and MS Office 365 troubleshooting.
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Proven experience in a supervisory within a service desk environment.
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Excellent communication and interpersonal skills.
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Ability to multitask, prioritize, and manage time effectively.
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Strong problem-solving and decision-making abilities.
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Conflict resolution and performance management capabilities.
Qualifications
Bachelors - Business Analytics, Bachelors - Computer Science, Bachelors - Statistics, Masters - Data Science
Certifications
Certified Data Management Professional - RiversandRiversand, Cloudera Certified Professional (CCP) Data Scientist - UpgradUpgrad, Databricks Certified Associate Developer for Apache Spark 3.0 - Databricks AcademyDatabricks Academy, Microsoft Certified: Azure Data Engineer Associate - MicrosoftMicrosoft, Oracle Database 12c Certified Implementation Specialist - OracleOracle
Required Skills
Consumer Packaged Goods (CPG)
Language
English (Required)
Language Proficiency -
Proficient - C2
Additional Job Location -
Job Type
Regular
Master Skill List -
Data Engineering
Remote Type -
Hybrid
Work Shift -
Rotating (India)
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.
