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Process Specialist - Data

a group of women sitting in a row

Team Lead - Prod Ops


Graduate (exclusion:

BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo


Stakeholder/Business Management:

  • • Update trackers, Create/Update tickets, update required applications & tools and keep TL 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, enduser 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, retraining, 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 daytoday 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.

Must Have Skills

  • Quality of Service
  • Online/Digital Marketing

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

  • Cognizant is a global community with more than 345,000 associates around the world.
  • We don’t just dream of a better way – we make it happen.
  • We take care of our people, clients, company, communities and climate by doing what’s right.
  • We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, helping organizations modernize technology, reimagine processes and transform experiences so they stay ahead in a fast-changing world.

Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

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