Process Specialist/Process trainer

2 days ago

Hyderabad, Telangana, India Cognizant Full time US$ 90,000 - US$ 1,20,000 per year

SME-Process specialist

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).

  • Excellent communication skills and proven capability to build
  • Actively participate and contribute to team initiatives: regular t Identify training needs of team members and provide relevant
  • Offer ideas for the design and implementation of training program
  • Develop and up skill the team through targeted training program
  • Individual and team SLA targets (TAT, accuracy, productivity etc.)
  • Experienced as process trainer
  • Continuous process improvements contributed by initiating and delivering process improvement projects
  • Compliance of all process requirements not less than 100%
  • Training fulfillment for the team (to be tracked against the training plan)

Recruitment (measured through participation in screening and interviewing candidates)
• CCA Compliance of self and team"

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