Process Specialist Cognizant
San Francisco, CA

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

People/Team:

* 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"