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 creative 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.

SMB Payroll Quality Analyst - Specialist

Overview: Unlike traditional contact center QA roles, this position requires deep expertise in US payroll operations, payroll taxes, filings, payroll funding, ACH/direct deposit workflows, and accounting impacts. The Quality Analyst acts as the control point ensuring customers receive technically accurate guidance, compliant support, effective issue resolution, and consultative recommendations that build trust and confidence. Experience in training batches for accounting softwares like Tally, Zoho, Sage, Netsuite,, etc preferred.





This role plays a critical part in identifying process defects, compliance risks, capability gaps, and recurring customer pain points while partnering closely with Operations, Training, and Leadership teams to improve service quality, payroll accuracy, customer outcomes, and business performance.

Responsibilities :

- Evaluate end-to-end payroll interactions involving employee setup (W2/1099), payroll runs, payroll corrections, deductions, garnishments, benefits administration, tax calculations, filings, payroll funding, and compliance support.
- Assess the accuracy of guidance provided on IRS and state payroll requirements including Forms 941, 940, W-2, W-4, and 1099.
- Audit interactions involving direct deposits, ACH funding, payroll funding delays, returned transactions, payroll reversals, and reconciliation activities.
- Evaluate how effectively employees diagnose and resolve payroll issues including failed payrolls, tax discrepancies, filing rejections, funding failures, and employee payment concerns.
- Assess root-cause analysis capability and determine whether teams are identifying underlying business, system, process, or customer-related causes.
- Monitor adherence to payroll policies, compliance requirements, risk controls, audit standards, and operational procedures.
- Evaluate ownership behaviors, escalation quality, investigation quality, documentation standards, and end-to-end issue management.
- Review customer communication for accuracy,



professionalism, empathy, expectation management, and compliance.
- Assess the effectiveness of consultative conversations, including identification of payroll needs, recommendation quality, ecosystem attach opportunities, and value-based solutioning.
- Perform trend analysis to identify recurring payroll defects, training gaps, knowledge issues, compliance risks, and customer pain points.
- Partner with Training teams to convert audit findings into coaching plans, simulations, refresher trainings, and targeted capability-building interventions.
- Provide actionable feedback to Operations leaders and frontline employees to improve payroll accuracy, customer confidence, and resolution effectiveness.
- Support calibration sessions and quality governance processes to maintain consistent evaluation standards.

Qualifications for Street to Seat: Payroll Domain Expertise:

- Relevant years of hands-on US payroll processing, payroll operations, payroll support, payroll compliance, or payroll advisory experience.
- Strong knowledge of payroll taxes, filings (941, 940, W-2, 1099), deductions, garnishments, funding flows, and payroll controls.
- Exposure to payroll fintech, ACH systems, payroll funding workflows, or integrated accounting environments.

Financial & Accounting Knowledge:

- Strong understanding of payroll accounting impacts, ACH processes, direct deposits, reconciliation concepts, and business banking workflows.

Quality & Audit Expertise:

- Experience in Quality Assurance, Compliance Monitoring, Operational Audits, Risk Reviews, Coaching, or Process Excellence.
- Ability to evaluate both technical accuracy and customer experience outcomes.

Customer & Commercial Acumen:

- Experien

📌 Specialist - Customer Care - Voice 4a (Gurugram)
🏢 Genpact India
📍 Gurugram