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Cognizant
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Advertising Specialist

Advertising Specialist

Cognizant

1 - 5 years

0 Lacs

haryana

Posted:1 week ago| Platform: Shine logo

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Skills Required

audit quality audit feedback training data entry compliance data analysis client interaction

Work Mode

On-site

Job Type

Full Time

Job Description

You will be responsible for auditing calls, emails, and chats (live, recorded & remote) by scoring them on a defined audit form. It is essential to document the audited calls, emails, and chats in the designated audit form and ensure completion of audit targets within specified timelines. Providing structured and timely feedback, including actionable recommendations, to representatives and management for enhancing individual and team performance is a key aspect of your role. Your duties will also include determining the readiness of new hires post-training, supporting the training and operations team in reviewing training materials, and sending reports to stakeholders as needed. Ensuring ongoing compliance with quality and industry regulatory requirements, maintaining daily productivity levels, and participating in calibration sessions are vital responsibilities. Monitoring employee quality records, tracking and reporting outcomes, and following proper escalation procedures in case of anomalies in data or reports are critical components of your job. You will be expected to contribute business insights, utilize data-based thinking to add value, and conduct in-depth analysis of complex issues or agents" behavior. Regular interaction with clients and internal stakeholders is an integral part of this role. Ideally, you should have at least 1 year of experience, preferably in Digital Marketing/Google Ads, with exposure to the BPO/Call Centre environment and an understanding of the quality audit process for voice and non-voice processes. Certification such as YB/GB is preferred. You must be willing to work in 24*7 shifts and be committed to enhancing and maintaining the transaction quality of the process. Collaborating with operations and team leaders to implement innovative methods for improving overall quality scores, adhering to compliance guidelines, and following standardized policies and procedures are essential functions of this role. Regular interaction with clients and the head of operations is also part of your responsibilities.,

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Teaneck New Jersey

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Advertising Specialist