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Cognizant
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SME-CHD & Troubleshooting

SME-CHD & Troubleshooting

Cognizant

0 years

4 - 7 Lacs

Hyderābād

Posted:2 days ago| Platform: GlassDoor logo

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Skills Required

troubleshooting model communication resolve audit score training

Work Mode

On-site

Job Type

Part Time

Job Description

Job Summary

The SME-CHD & Troubleshooting role is pivotal in ensuring seamless operations within the ISV and Hi-Tech domains. With a hybrid work model and day shifts the candidate will leverage their expertise in English communication to troubleshoot and resolve complex technical issues. This role requires a proactive approach to problem-solving and a commitment to enhancing system efficiency.

Responsibilities

Should have great communication skills have an eye for detail and analytic mindset

Audit and assess agentassociates performance based on certain predefined parameterschecklist on a random sample picked for audit in an unbiased manner

Evaluatescore each transaction and provide DPO Defects per Opportunity or DPU Defects per Unit score to the agentassociate

Mentor and Counsel the associate on the areas of improvement Ability to resolve conflicts from QA standpoint and passionate about helping others achieve results

Work with the associates in improving their performance and reduce the errors

Work with low performers and suggest additional training needs

Conduct QA awareness sessions to the new joiners

Position may have up to 80 phone time depending on volumes and business needs

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SME-CHD & Troubleshooting