At Genpact, I investigate buyer and seller claims involving returns, refunds, transaction disputes, and potential fraudulent or abusive activity. I review transaction details and account behavior to assess risk and make policy-aligned decisions.
I train new investigators on policies, case handling, documentation standards, and escalation procedures before they handle live cases. I also audit transaction claims and investigator decisions for accuracy, investigation quality, and compliance.
Through case audits, I identify process deviations, recurring errors, and quality gaps, then provide targeted feedback. I support process governance and continuous improvement while maintaining quality, productivity, and SLA standards.
