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Cognizant
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Hiring For SME Role

Hiring For SME Role

Cognizant

4 - 7 years

4 - 6 Lacs

Hyderabad

Posted:2 months ago| Platform:

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Skills Required

Quality Audit Root Cause Analysis Team Management Team Handling SLA SME Call Monitoring RCA Quality Monitoring Call Quality Call Audit Feedback Quality Analysis

Work Mode

Work from Office

Job Type

Full Time

Job Description

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)

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Hiring For SME Role