Opening For Process trainer/Specialist

5 days ago

Hyderabad, Telangana, India Cognizant Full time ₹ 20,00,000 - ₹ 25,00,000 per year

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

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