Quality Assurance Team Leader
Cognizant
BA ARG, COG, Buenos Aires (iii), Buenos Aires, Argentina
hace 4 días

Description

At #Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide.

A company certified as "Great Place To Work", where we look for people who contribute new ideas, experiencing a dynamic and growing environment.

At Cognizant we promote an inclusive culture, where we value different perspectives.

We are currently looking for a QA Team Leader . Where it will Lead Independent Quality Auditors that audit cases according to Client established processes & guidelines.

Focused on achieving operational targets, results oriented, people developing, with a strong customer care role.

What do we value?

  • People with initiative and responsibility, who have good diction and excellent treatment with the client. We will assess those who have a technical profile or related experience in the role.
  • Necessary skills and experience required : Communication, Client Facing, Leadership and +3 years of experience in similar roles.
  • Language Skills : Advanced English.
  • Responsibility :

    Owner of team’s performance management : clear mapping of team outliers for operational metrics, schedule adherence and working attitude.

    Mapping, coaching and tracking agent’s skill development.

    Achieve operational targets : Dispute Acceptance Rate, Productivity and Variance

    Design, implement, follow-up and track actions at team level to improve / maintain results.

    Deliver root cause analysis (RCAs) and repos when required as well as deep dive to contribute to providing improvement insights.

    Coordinate Product Leads team to document and ensure adherence to policies, procedures and processes. Suggest changes as identified.

    Present results, action plans and improvement progress to the client on a weekly basis.

    Respond on demand consults and requests to the client accordingly.

    Keep the team motivated and constantly improving

    Ensure the team complies with Cognizant admin procedures.

    Embody, promote, and maintain Cognizant core values.

    Location : Argentina. We are working 100% remotely due to the current health situation due to COVID-19.

    Shift : Full Time .

    We offer OSDE for you and your primary family group, two salary reviews a year, an annual bonus, unlimited access to Udemy.

    In addition, we provide you with all the necessary equipment so that you can work as comfortably as possible from your home.

    Join our team!!

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