Job Description - US CKC Operator
Job Description
● Verify and review information as per policy and guidelines.
● Follow all compliance and security measures relating to client data.
● Take action on process changes and updates and handle the same with proper research.
● Adhere to process quality metrics and strive to exceed the monthly/annual quality & productivity targets.
● Adhere to process norms and structure.
● Ability to gather information via outbound calls to businesses within specific country locations.
● Ability to work with a high degree of accuracy.
● Ability to multitask while ensuring quality.
● Support users by reviewing / summarizing / completing various types of requests
● Work with great attention to detail / content review
● Work in a rapidly changing environment
● Provide insights into cultural nuances relating to the US market in order to improve the product / services.
● Work closely with the client eng department to develop new use cases.
● Identify trends / anomalies specific to the US market sharing insights and analysis.
● Act as a POC to the client for the US market specific cultural nuances.
● Act as a country knowledge consultant for the client on US market related workflows.
● Manage the quality process, end to end, rating tasks related to the US market.
● Provide QC and captain's log support for the US specific tasks.
● Work with the trolicy department to develop policy for new US use cases.
● Utilize MS Excel to analyze and interpret data for content operations.
● Implement Generative AI technologies to enhance content creation and management processes.
● Apply voice technologies like STT and TTS to improve user interaction and content accessibility.
Application Criteria
● Excellent communication skills and fluency in US English.
● Customer service experience in the US market.
● Excellent attendance record
● Excellent timekeeping
● Ability to work rotating shift patterns over 7 days
● Ability to handle multiple tasks simultaneously
● Exhibit excellent analytical and problem-solving skills.
● Display strong communication and collaboration abilities.
● Be detail-oriented with a focus on delivering high-quality work.
● Have the ability to adapt to new technologies and tools quickly.
● Show a proactive approach to learning and professional development.
● Sense of ownership and pride in your performance and its impact on the team.
● Experience in data analysis and reports (not mandatory)
● Strong Team player
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Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
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