Job Directory Cognizant Process Specialist

Process Specialist Cognizant
San Francisco, CA

Cognizant is a provider of information technology, consulting, and business process outsourcing services.

Companies like Cognizant
are looking for tech talent like you.

On Hired, employers apply to you with up-front salaries.
Sign up to start matching for free.

About Cognizant

Job Description

Education Guidelines (Typical):

* Graduate or High School graduate or above as may be applicable in the Geo

Minimum Requirement:

* Required one year of Content Moderation experience
* Any Bilingual language proficiency is a major plus.

Purpose of the Role:

* Ability to engage with business owners / content owners to validate accuracy of content
* Understand / review / validate changes pre-validated by another peer and calibrated understanding of valid / invalid content reviews
* Guiding and Coaching the PE/ SPE
* Create Online Dashboards as per client requirement and as per business requirement
* Prepare client review presentations for weekly, monthly and Quarterly discussions"

Areas of Responsibilities:

Stakeholder/Business Management:

* Update trackers, Create/Update tickets, update required applications & tools and keep Team Leads 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, end-user 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


* Design and implement training and knowledge sharing sessions - New hire, re-training, 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 day-to-day 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"

About Cognizant

Cognizant is a provider of information technology, consulting, and business process outsourcing services.

10001 employees

500 frank west burr boulevard

Let your dream job find you.

Sign up to start matching with top companies. It’s fast and free.