Quality Control Analyst Trainer - Tlahuac, México - Cognizant Technology Solutions
Descripción
Business Manager - Tech Support
Qualification:
- Education
- Post Graduate (preferably MBA), PMP certification or relevant domain certification
Responsibility:
Stakeholder/Business Management:
- Deliver on financial goals for the business.
- Prepare and report process performance metrics to stakeholders.
- Participate in management discussions (Governance discussion, Management forums with customer).
- Identify key cost drivers and ensure they are optimized.
- Proactively identify opportunities for additional business with customer.
- Identify opportunities for growth & deliver on growth commitments (number of people).
- Anticipate & plan for new business & get involved in hiring.
- Share value addition and best practices across teams.
- Adopt best practices from other processes/ verticals etc.
Customer Relationship Management:
- Manage customer relationships through regular communication with clients through weekly/ monthly reviews.
- Discuss operational issues and Critical to Quality (CTQ) delivery issues with the customer.
- Attend customer calls and meetings, proactively flag issues and prevent surprises.
- Manage and resolve escalations and issues raised by customers.
- Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.
- Analyze customer feedback at desired intervals and initiate ways to improve the score.
Process Improvements and Adherence:
- Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms.
- Initiate and deliver on process improvement projects to improve process efficiencies.
Project Control, Management and Review / Program delivery:
- Drive team to achieve process SLAs / metrics
- productivity and quality targets within the established timelines.
- Ensure proper documentation and knowledge transfer as per project plan and schedule.
- Work with support functions to enable infrastructure support to team and ensure zero downtime.
- Prepare for infrastructure and other growth related requirements.
- Ensure resource utilization and scheduling of end to end work.
- Plan for resources based on volume projection and current available head count and allocate responsibilities.
- Effective forward planning in terms of process delivery, people & client engagement.
People / Team:
- Provide guidance and mentorship to team.
- Drive knowledge management and continuous up skilling of the team.
- Conduct performance appraisals for team members.
- Manage attrition through skip level meetings, planning interventions, engagement calendars.
- Identify training needs for direct reports and ensure domain/developmental trainings needs are met.
- Participate in organizational initiatives such as recruitment drives, training programs etc.
- Deliver communication received from senior management to the team members though town halls, team meetings.
Must Have Skills
- Speaking English
- MS Excel
Good To Have Skills
- Online/Digital Marketing
Employee Status :
Full Time Employee
Shift :
Day Job
Travel :
No
Job Posting :
May
**About Cognizant
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