Quality Control Analyst Trainer

hace 2 semanas


Tlahuac, México Cognizant Technology Solutions A tiempo completo

**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 14 2024

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