Process Specialist/Process trainer
- Cognizant
- 4 - 9 years
- Hyderabad
- 4 months ago
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Job Description
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"
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: RCA Process trainer SME Operations Process Training TTT Throughput Mapping Train The Trainer Client Handling
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