Payments-Fraud & risk-QA-Banglore
- Cognizant
- 3 - 8 years
- Bengaluru
- 2 years ago
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Job Description
Roles and Responsibilities
SME-Subject matter expert
Project Name
T&S
Project Process Description
The project involves Identifying fraudulent users/transactions by analysing the purchase pattern of the business customers to eliminate fraud for one of the Largest Technology giants. As part of the contractual obligations, the client expects the team to follow certain policy guidelines, meet stringent TAT, Productivity and a minimum monthly average quality requirement of 99%.
Location
Bangalore
Job Title
Senior Process Executive/ Process Specialist Quality Analyst
Immediate Reporting Relationships
QA Lead/ Team Lead
Candidate Qualification
Educational Requirement
Graduate in Finance/ Commerce
Relevant Experience and Minimum # of Years/ Months
3 5 Years which includes a minimum of 1 years+ Quality Analyst experience
Core Competencies
- Excellent written, reading & spoken communications skills in English
- Good communications & feedback skills (English)
- Understanding of the subject (trends, influencers, fraud, risk, things to be cautious of etc.)
- Should have worked in an international payment support environment
- Cognitive and analytical skills, ability to approach problems logically
- Should have experience in transaction monitoring, sampling plan etc.
- Should have conducted calibration sessions both internal and external
- Excellent analytical and research skills
Other Requirements
(Certification, etc.)
- Candidate should be comfortable to work in 24*7 shifts with rotating weekly offs
- Ability to manage critical situations with minimum supervision
- MS Office & strong keyboard skills
- Ability to perform in adverse situations
Detailed Role & Responsibilities (Please include Shift timings & Client Incentives as applicable)
- Meet the Quality audit sampling & ensure the Quality targets are met
- Responsible for auditing reviews and sharing insights to identify knowledge gaps and training opportunities
- Coach & feedback team members based on the audit findings, their performance and compliances
- Responsible for driving new instructions/ updates received from the clients across teams
- To side barge and observe reviewers working on reviews across all queues
- To provide inputs/insights for process improvements
- Provide floor support
- Attend internal & external Calibrations sessions
- Provide weekly/monthly quality dashboards & stats to TL, TM & other stakeholders
- Assist on Training need analysis
- Assist the TL/TM on bottom quartile management activities
- Ensure on meeting daily KPIs
- Accountable for the success and quality of the process
- Help improve the defined processes as we create more automation and gather information
- Ability to learn to work with customer internal tools
- Timely reporting and analytics on the quality performance of the team
- QA will also be trusted to maintain a high degree of confidentiality while meeting strict deadlines
Team lead-TL
Team Lead Job Description
Team Leader is responsible for the day-to-day activities and guidance of their team members and requires candidates who can set targets, implement guidelines, and assist with any issues the employees may have. TL needs to be focused on People Management, Continuous Process Improvement and SLA Management. The TL is expected to ensure 100% compliance to SLAs, including but not limited to Quality, Utilization and Production. The TL should be able to display a high level of confidence in ensuring compliance to both Client and Cognizant policies, and Code of Ethics. Team managers should know about team strategies, working with remote teams, using technology, workplace diversity, management styles, mediation, macro, and micro-management.
Project Name
T&S
Project Process Description
The project involves Identifying fraudulent users/transactions by analysing the purchase pattern of the business customers to eliminate fraud for one of the Largest Technology giants. As part of the contractual obligations, the client expects the team to follow certain policy guidelines, meet stringent TAT, Productivity and a minimum monthly average quality requirement of 99%.
Location
Bangalore
Job Title
Team Leader
Immediate Reporting Relationships
Team Manager/ Service Delivery Manager
Candidate Qualification
Educational Requirement
Bachelors/Masters Degree in any stream
Relevant Experience and Minimum # of Years/ Months
4 6 Years which includes a minimum of 2 years of team handling (15+ FTEs) experience in payments (BFSI)
Core Competencies
- Excellent written, reading & spoken communications skills in English
- Should have had coaching and mentoring experience
- Search skills, ability to approach problems logically
- Excellent people and performance management skills
- Understanding of the subject (trends, influencers, fraud, risk, things to be cautious of etc.)
- High degree of problem-solving and analytical skills with strong attention to detail required
- Ability to manage multiple tasks and competing priorities effectively under pressure and short timelines
- Set a healthy environment in the team and positive mind frame in the individual
- Ability to work in a fast-paced, constantly evolving environment
- Strong understanding of online & digital markets
- Proven track record of exceptional performance and high productivity
- Excellent client and process management skills
- Understanding of the social space (trends, influencers, fraud, risk, things to be cautious of etc.)
- Quick learning and understanding of complex processes
Other Requirements
(Certification, etc.)
- Candidate should be comfortable to work in 24*7 shifts with rotating weekly offs
- Ability to manage critical situations with minimum supervision
- Customer service orientation and ability to work in a team
- Strong keyboard and analytical skills
- Ability to perform in adverse situations
Detailed Role & Responsibilities (Please include Shift timings & Client Incentives as applicable)
- Responsible for managing a team of 20-25 agents making sure daily KPIs are achieved
- Mentor and groom the team members as per the career growth options
- Motivate and drive the team to ensure timely deliverables
- Track and report daily volumes and quality stats to the TM and other stakeholders
- Provide performance feedback, coaching on the Analysis conducted by the QA
- Report and Identify training requirements based on the data analysis for respective teams
- Excellent SLA management skills & should have experience in preparing and reviewing RCA
- Help improve the defined processes as we create more automation and gather information
- Review team on bottom quartile management activities
- Coordinate with non-operations team to make sure smooth BAU
- Manage internal and external stakeholders for the business
- TL will also be trusted to maintain a high degree of confidentiality while meeting strict deadlines
- Flexible to work in assigned shift timings as per process requirements
Desired Candidate Profile
Perks and Benefits
Location-Banglore,Shifts-24/7 shift,SME-6.5LPA max,TL-9LPAmax
Email id*************a@co******t.com
Job Classification
Industry: IT Services & ConsultingFunctional Area: BFSI, Investments & Trading,
Role Category: Banking Operations
Role: Banking Operations
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: MS/M.Sc(Science) in Any Specialization, MCA in Computers, M.Tech in Any Specialization
Contact Details:
Company: CognizantAddress: New No 165, 6th, 7th and 8th, Menon Eternity,, St Mary s Road, Alwarpet, Chennai, Tamilnadu, India
Location(s): Bengaluru
Keyskills: quality analysis analytical research process management quality audit
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