Engineer - Service Desk P
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 setting, 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 solid partner ecosystem and decades of client trust, we provide cutting-edge 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
Responsibilities
• Audit Voice/Non-Voice tickets and share feedback with agents regularly.
• Ensure quality scores of the team are met.
• Strategize action plans for high-Risk agents.
• Conduct huddles & share process updates on daily basis.
• Drives quality initiatives.
• Conduct process training for new hires.
• Conduct monthly PKT.
• Ensure Customer Satisfaction Scores are met and conduct close looping for DSAT’s on daily basis.
• Suggest and work on process improvement projects.

Preferred qualifications
• Bachelor's Degree required. Preferably in Computer Science, Information Systems, or related field.
• Strong domain knowledge and technical orientation.
• Knowle

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