Qualification:

Graduate (exclusion:

BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo

Responsibility:

Stakeholder/Business Management:

• • Update trackers, Create/Update tickets, update required applications & tools and keep TL informed of new issues.
• • Use eMail and CRM tool, provide Quality Monitoring, First level escalations.
• • Team huddles, Knowledge base updates and Process Improvements.
• • Prepare meaningful reports in context to the audits, training etc.
• • Ideate and implement process improvement projects.

Process Improvements and Adherence:

• • Ensure process guidelines are followed and met as documented.
• • Adhere to shift handover process.
• • Quality Monitoring.
• • Be responsible for the process improvement ideas on productivity, accuracy & turnaround time.

Project Control, Management and Review / Program delivery:

• • Raise process related issues on time with process lead and team lead.
• • Resolve process related queries and expedite on data requests.
• • Record data relating to production statistics, enduser related notes, etc as appropriate.
• • Contribute towards creation of knowledge updates & stay updated with process knowledge / changes.
• • Perform root cause analysis on the errors made by the team members.

Customer Relationship Management:

• • Provide information, educate customer, troubleshoot, probe and fix issues.
• • Follow up on Waiting/Open issues, feedback and coaching.
• • Conduct Quality audits and review of teams’ performance.

People/Team:

• • Design and implement training and knowledge sharing sessions – New hire, retraining, process improvement and updates.
• • Potential seed resources for staffing new engagements.
• • Buddy with PEs & SPEs and help them to achieve their personal and organizational requirements.
• i Manage break schedule for the team.
• ii Communicate and manage transport delays.
• • Conduct Huddles and Team meetings.
• • Contribute to and participate proactively in knowledge sharing sessions.
• • Participate and contribute to organizational activities.
• • Act as a buddy for New Hires.
• • First level reporting.
• • Conduct peer reviews.
• • Conduct refresher training.
• • Collate team performance data for reporting purposes as and when requested by Process and Team Lead.

• In the absence of the PL and TL, perform the following tasks when assigned:

• i Handle escalation calls.
• ii Manage service levels on a daytoday basis.
• • Provide coaching and feedback for improvement.

Personal Excellence:

• • Meet/Exceed targets set within the key research activities(Talent Research & Data Management) and ensure exceptional viability rate when it comes submission of resumes.
• • Be an exceptional team player when it comes to knowledge sharing, training, people development and reporting.
• • Participate in special projects/recruiting initiatives including assessment of best practices in research techniques and manage individual projects, and act as a guide to drive research for the project and be a POC for any operational updates.

Must Have Skills

• Quality of Service
• Online/Digital Marketing

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 345,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.