Senior Process Executive/ Subject Matter Expert

1 day ago

Hyderabad, Telangana, India Cognizant Full time ₹ 5,00,000 - ₹ 12,00,000 per year

SME/SPE will be responsible for coming up with strategies, ideas which can help reviewers find a reference point in the business process and maintain the quality assurance standards of the client

The project involves moderation of content (images/text/videos) to tag it to accurate labels based on policies for one of the Largest Technology giant. As part of the contractual obligations, the client expects the team to follow certain policy guidelines, meet TAT, Productivity and monthly quality as per the target

Key Responsibilities for the Role

  • Conducting quality audits as per the target
  • Works closely with internal stakeholders to aggregate, prioritize, and report top issues impacting decision accuracy for its market and workflow
  • As new Content Policies are developed and prototyped, provides details to local teams around the impact of the policy change on the teams current work
  • Delivers on-spot training to reviewers on new or changing Content Policies as well as refresher trainings on existing policies
  • Audits decision accuracy
  • Manages investigations on escalations of inaccurate decisions to understand the root cause(s), especially in cases where policies are new, the content is ambiguous or the decision has an impact due to errors
  • Coach agents on the audit findings and market knowledge alignment
  • Able to adapt quickly to changes in workflow
  • Analyze and identify content that is not in compliance with requirements and flag for action in a timely manner
  • Recognize trends and patterns, and raise it to the product team
  • Comfortable communicating with all levels of management
  • Assure accuracy of audits and alignments across QAs
  • Use market specific knowledge and insights to spot and scope solutions to improve the support of user community
  • Ability to review sensitive content, sometimes involving graphic or otherwise disturbing subjects

Experience

Minimum of 2 years relevant work experience in business process outsourcing company or comparable service environment

Soft skills

Ability to work independently

  • Good reading and orals skills in the required language with understanding of local culture
  • Excellent communication (verbal and written) in English, including the ability to clearly communicate in a dynamic environment across all levels
  • Understanding of the social space (trends, influencers, engagement, things to be cautious of etc
  • Be organized and able to manage time and tasks efficiently
  • Strong attention to detail and a desire to deliver accurately, efficiently and to a high standard
  • Have a neutral mindset towards different content that needs classification, regardless of the content itself
  • Result-oriented, self-motivated, independent and inquisitive
  • Able to thrive in a fast-paced and team oriented environment
  • Understanding of business processes and improvement methods
  • Understanding of departmental policies and procedures
  • Interested in social media and current events

Other Requirements

  • Candidate should be comfortable to work in 24*7 shifts with rotational weekly offs
  • Ability to manage critical situations with minimum supervision
  • Strong proficiency using Google products, including Gmail, Calendar or Google Drive
  • Strong Microsoft Excel knowledge (PivotTable, charts, statistical functions)
  • Good analytical and research skills
  • Ability to perform in challenging situations
  • Experience with confidential information collection and management (preferable)

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