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Cognizant
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SME-CHD & Troubleshooting

SME-CHD & Troubleshooting

Cognizant

3 - 7 years

0 Lacs

hyderabad telangana

Posted:1 week ago| Platform: Shine logo

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Skills Required

qa mentoring conflict resolution training communication skills english communication problemsolving analytic mindset

Work Mode

On-site

Job Type

Full Time

Job Description

The SME-CHD & Troubleshooting role is crucial for maintaining efficient operations within the ISV and Hi-Tech domains. As a candidate, you will be working in a hybrid work model with day shifts, utilizing your English communication skills to troubleshoot and resolve complex technical issues. Your proactive problem-solving approach and dedication to enhancing system efficiency will be essential in this role. Your responsibilities will include auditing and evaluating agent/associate performance based on predefined parameters, ensuring an unbiased assessment. You will need to analyze each transaction and provide DPO (Defects per Opportunity) or DPU (Defects per Unit) scores to the agent/associate. Additionally, mentoring and counseling associates on areas of improvement, resolving conflicts from a QA perspective, and assisting others in achieving results will be part of your daily tasks. Collaborating with associates to improve their performance, minimize errors, identifying additional training needs for low performers, and conducting QA awareness sessions for new joiners will also be your responsibilities. Depending on volumes and business requirements, this position may involve up to 80% phone time. If you have excellent communication skills, attention to detail, an analytical mindset, and a passion for assisting others in reaching their full potential, this role will provide you with an opportunity to make a significant impact within the organization.,

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