Cognizant Hiring for Customer Success

Role & responsibilities

• Work with business unit stakeholders and leaders to implement quality monitoring using Calabrio and testing plans.
• Develop and manage quality specific metrics for performance and improvement on several teams.
• Take analytical insights and drive change to solidify underperforming processes with improvement and technology.
• Partner with quality resources to understand data trends.
• Continuously evaluate critical failure points within a process to de-risk people, process & technology related risks.
• Analyze data findings and trends making recommendations to teams on areas for improvement including sharing best practices.
• Track changes to assess the impact of the change by monitoring audit results. Seek out additional new best practices for continuous improvement.
• Utilize reporting (metrics, business drivers, benchmarking, etc.) to find additional improvements for the business. Compare processes among multiple clients and document best practices & deviation to standards to drive process harmonization.
• Show a high level of initiative and problem-solving skills utilizing data.

Desired Candidate profile

• 5+ years of experience as quality analyst with good experience in calabrio , nice
• Good experience in contact center operations
• Should have good experience in quality imptovement, quality management, speech analytics, word/phrase library maintenance, dashboard creation, illogical report creation, report building, predictive analytics, and generating scorecards.
• Experience in quality analysis of calabrio recording preferred.
• Should be willing to work in night shifts

Interested candidates please share your updated resume to priydarshini.narayanan@cognizant.com