Specialist - BCM - Retirement 4A

Specialist - BCM - Retirement 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 and on LinkedIn , YouTube , X , and Facebook . Job Description Responsibilities: Support Retirement operations within the BCM vertical by applying domain expertise to ensure process accuracy and compliance. • Monitor and evaluate customer service interactions across voice, chat, and email channels against defined quality standards and scorecards. • Score interactions for accuracy, tone, empathy, adherence to process, resolution effectiveness, and compliance with company policy. • Conduct root-cause analysis on quality failures and customer complaints to identify systemic issues. • Calibrate scoring regularly with other QA analysts, Training, and Operations leadership to ensure consistent and fair evaluations. • Maintain accurate, timely, and well-documented QA records and audit trails. • Identify trends in recurring errors and partner with the Training team to recommend refresher training or coaching interventions. • Track key quality metrics such as CSAT, QA score, first-contact resolution (FCR), and compliance adherence. Qualifications Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics Certifications AINS 101 - Increasing Your Insurance IQ - The Institutes (USA)The Institutes (USA), Associate, Life Management Institute (ALMI) - Life Office Management Association (LOMA)Life Office Management Association (LOMA), Certified Fraud Examiner (CFE) - ACFEACFE, LOMA 280 - Principles of Insurance - GenpactGenpact, LOMA 290 - Insurance Company Operations - Life Office Management Association (LOMA)Life Office Management Association (LOMA) Required Skills Call Quality, Call Quality Monitoring, Retirement Accounts, Retirement Benefits Language English (Required) Language Proficiency - Advanced - C1 Additional Job Location - Job Type Regular Master Skill List - BCM – Retirement Remote Type - Hybrid Work Shift - Night Job (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.