347 Cognizant Jobs

Job Responsibilities :
● Audit Calls/Emails/Chat (Live, Recorded & Remote) and score them on defined audit form
● Document the Calls/Emails/Chat Audited in the defined audit form
● Should complete the Calls/Emails/Chat Audit Targets within timelines
● Provide structured and timely feedback / recommendations; actionable feedback (verbal and/or written) to the rep and/or management to improve individual and team performance
● Determine readiness of new hires post-training
● Assist training and operations team in reviewing training and knowledge base materials
● Send Reports to all stakeholders as and when required.
● Ensure ongoing compliance with quality and industry regulatory requirements.
● Maintain required productivity on a daily basis
● Conduct & Participate in calibration sessions
● Maintain an acceptable level of data entry accuracy.
● Monitor employee quality records; track and report on outcomes
● Ensure proper escalation procedures are followed if one find any anomaly in the data/ report
● Bring in more business insights, data based thinking that can add value, deep dive into any complex issue or agents behavior
● Interaction with clients and internal stakeholders

Work Experience:
● Overall experience of 1+ years preferable in Digital Marketing/Google Ads. Should have exposure to BPO/ Call Centre environment, and understand Quality Audit process of Voice and Non-voice process
● YB/GB certified preferred

Summary of essential job functions :
● Willing to work in 24*7 shifts
● Responsible for improving and sustaining the transaction Quality of the Process
● Assisting Operations and team leaders in innovative methods on improving the overall quality score
● Perform assigned functions according to standardized policies and procedures.
● Interaction with clients and head of operations
● Adhere to compliance guidelines of the organization and process