Cognizant · 3 hours ago

Quality Auditor - Remote

Austin, Texas Metropolitan Area

Full-time

Remote

Entry, Mid Level

$19/hr - $20/hr

2+ years exp

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ConsultingIndustrial Automation

No H1B

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Responsibilities

Author Quality Control Plan (QCP) for the engagement in accordance with Natera's framework.

Define potential quality metrics, collect metrics to prepare quality reports and identify trends and training needs for Pre—test Estimates (PTE) associates and ensure domain/developmental training needs are met.

Train, coach and mentor to contribute to specialized call handling knowledge to drive individual and overall quality performance of the engagement.

Design and review the quality evaluation form.

Serve as point of contact for all quality related queries for internal and external stakeholders.

Facilitate internal and external calibration sessions if required.

Analyze quality related data points to recommend changes in process.

Maintain database Of quality related defects / escalations identified internally and externally.

Responsible for best practice sharing within the team.

Provide support to team as Subject Matter Expert (SME)

Responsible for all training related activities of aIl projects assigned.

Responsible for execution Of and compliance with all Cognizant training process activities. This includes but is not Limited to OJT and mentoring, trainer certification, maintenance Of GTP and SOP updates, etc.

Facilitate classroom train ing to teach prograrn product knowledge, call handling skills, customer service / sales skills and program process and procedures.

Monitor agent calls and agent performance to identify training gaps.

Maintain class attendance and performance records of agents in training.

Act as subject matter expert and co-facilitate in mentoring new resources during their training period.

Participate in cross-functional and cross-business process improvement initiatives.

Qualification

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Training experienceQuality supportMulti-lingual skillsMicrosoft OfficeGoogle SuiteClinical practicesMedical billing