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Cognizant
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Senior Process Executive/ Subject Matter Expert

Senior Process Executive/ Subject Matter Expert

Cognizant

2 - 5 years

3 - 5 Lacs

hyderabad

Posted:-1 days ago| Platform:

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Skills Required

legal documentation legal operations quality audit excellent communication in english

Work Mode

Work from Office

Job Type

Full Time

Job Description

Cognizant Walk-in Drive: Exciting Career Opportunities Awaits

Venue:

What to Bring:

SME/SPE will be responsible for coming up with strategies, ideas which can help reviewers find a reference point in the business process and maintain the quality assurance standards of the client

The project involves moderation of content (images/text/videos) to tag it to accurate labels based on policies for one of the Largest Technology giant. As part of the contractual obligations, the client expects the team to follow certain policy guidelines, meet TAT, Productivity and monthly quality as per the target

Key Responsibilities for the Role

Conducting quality audits as per the target
Works closely with internal stakeholders to aggregate, prioritize, and report top issues impacting decision accuracy for its market and workflow
As new Content Policies are developed and prototyped, provides details to local teams around the impact of the policy change on the teams current work
Delivers on-spot training to reviewers on new or changing Content Policies as well as refresher trainings on existing policies
Audits decision accuracy
Manages investigations on escalations of inaccurate decisions to understand the root cause(s), especially in cases where policies are new, the content is ambiguous or the decision has an impact due to errors
Coach agents on the audit findings and market knowledge alignment
Able to adapt quickly to changes in workflow
Analyze and identify content that is not in compliance with requirements and flag for action in a timely manner
Recognize trends and patterns, and raise it to the product team
Comfortable communicating with all levels of management
Assure accuracy of audits and alignments across QAs
Use market specific knowledge and insights to spot and scope solutions to improve the support of user community
Ability to review sensitive content, sometimes involving graphic or otherwise disturbing subjects

Experience

Minimum of 2 years relevant work experience in business process outsourcing company or comparable service environment

Soft skills

Ability to work independently

Good reading and orals skills in the required language with understanding of local culture
Excellent communication (verbal and written) in English, including the ability to clearly communicate in a dynamic environment across all levels
Understanding of the social space (trends, influencers, engagement, things to be cautious of etc
Be organized and able to manage time and tasks efficiently
Strong attention to detail and a desire to deliver accurately, efficiently and to a high standard
Have a neutral mindset towards different content that needs classification, regardless of the content itself
Result-oriented, self-motivated, independent and inquisitive
Able to thrive in a fast-paced and team oriented environment
Understanding of business processes and improvement methods
Understanding of departmental policies and procedures
Interested in social media and current events

Other Requirements

Candidate should be comfortable to work in 24*7 shifts with rotational weekly offs
Ability to manage critical situations with minimum supervision
Strong proficiency using Google products, including Gmail, Calendar or Google Drive
Strong Microsoft Excel knowledge (PivotTable, charts, statistical functions)
Good analytical and research skills
Ability to perform in challenging situations
Experience with confidential information collection and management (preferable)

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Teaneck New Jersey

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Senior Process Executive/ Subject Matter Expert