• Ownership of Soft Skills Quality for a single or multiple Service Desk/L1 Accounts
• Transaction monitoring and in person feedback
• Ensure that the audit and feedback target is met and the report is sent to the delivery on a monthly basis
• New projects to achieve an SS score >85% within 3 months of Go Live Design and Steady State Projects to show continuous improvement
• BQ Training need analysis and creation of refresher training plan
• Conduct refresher training which includes communication, soft skills, customer satisfaction and culture affinity to ensure that the team members in BQ and the others improve their call handling skills and are well equipped to handle the customers
• Plan and run CSI programs to improvise customer experience
• Be a part of calibrations within the SS coaches’ team and conduct calibrations with the process auditors (delivery) to ensure that the quality is standardized in terms of the audits done and the feedback shared
• Be a part of the client visits
• Prepare and present content on the work being done (based on the requirement)
• Be a part of cultural acquainted events and ensure that the team is motivated to perform good
• Would also be a part of hiring drives to ensure that the right talents are hired

• Good knowledge in Training/Coaching /Content development/Feedback sessions/Customer service
• Ability to manage with minimum supervision
• Excellent communication skills
• Needs to have good knowledge on generating reports in Excel
• Willing to travel and work in 24x7 environment
• Needs to be a good team player
• Excellent in Soft skills to train team members
• Good knowledge of Voice and Accent, Grammar, Customer Service and Call/Telephone Etiquette concepts
• Should be proactive and responsible overall

• Ownership of Soft Skills Quality for a single or multiple Service Desk/L1 Accounts
• Transaction monitoring and in person feedback
• Ensure that the audit and feedback target is met and the report is sent to the delivery on a monthly basis
• New projects to achieve an SS score >85% within 3 months of Go Live Design and Steady State Projects to show continuous improvement
• BQ Training need analysis and creation of refresher training plan
• Conduct refresher training which includes communication, soft skills, customer satisfaction and culture affinity to ensure that the team members in BQ and the others improve their call handling skills and are well equipped to handle the customers
• Plan and run CSI programs to improvise customer experience
• Be a part of calibrations within the SS coaches’ team and conduct calibrations with the process auditors (delivery) to ensure that the quality is standardized in terms of the audits done and the feedback shared
• Be a part of the client visits
• Prepare and present content on the work being done (based on the requirement)
• Be a part of cultural acquainted events and ensure that the team is motivated to perform good
• Would also be a part of hiring drives to ensure that the right talents are hired

• Good knowledge in Training/Coaching /Content development/Feedback sessions/Customer service
• Ability to manage with minimum supervision
• Excellent communication skills
• Needs to have good knowledge on generating reports in Excel
• Willing to travel and work in 24x7 environment
• Needs to be a good team player
• Excellent in Soft skills to train team members
• Good knowledge of Voice and Accent, Grammar, Customer Service and Call/Telephone Etiquette concepts
• Should be proactive and responsible overall

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : Jul 02 2019

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 193 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.