Opening For Process trainer/Specialist
- Cognizant
- 3 - 8 years
- Hyderabad
- 4 months ago
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Job Description
Role & responsibilities
End-to-end ownership of the team
Manage efficiency & effectiveness of the given team
Ensure the team meets the defined contractual SLA targets
Evaluate operators performance by assigning quality ratings and provide feedback on errors Conduct and coordinate push-back discussions with QCers
Calculate and publish daily reports review effectiveness and drive governance
Generate and report insights by performing basic
and advanced data analysis
Perform RCAs and deep dive analysis on repeating/high severity issues
Contribute to process/product improvement initiatives and work on implementing solutions Providing floor support and sharing best practices
on product, processes and policy
Ensure smooth policy rollouts and conduct refreshers
Be proactive in identifying the training needs of the labelers in the team
Team and Client Management
This role requires flexible shifts and 24/7 coverage (including night shifts and public holidays).
Ability to provide direction and guidance to Agents
Excellent Process and People management skills Ability to work as a team and demonstrate collaborative culture
Willingness to learn new skills and demonstrate high cognitive capabilityand responsible for handling high profile, sensitive
internal escalations regarding local data that
comes to the queue
Meeting SLAs - Ensure defined SLAs are met at all times
100% accurate interpretation of type & scope of
Effectively utilize opportunities for cross-training
Properly mentor and train Process
- Productivity Achieved
- Quality Scores
- Turnaround Time (TAT)
- Policy Adherence
- Process Knowledge (as measured by consistent im n CCA Compliance
- Assignments submission - Team Attendance mana
- Preferred candidate profile
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Non Voice - OtherEmployement Type: FreshersContact Details:
Company: CognizantLocation(s): Hyderabad
Keyskills: process trainer Google Maps Trainer Mapping Operations GIS Process Training SME
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